Project Manager – Customer Operations AI & Automation (f/m/d)

About This Opportunity

We are representing a confidential online lottery client seeking a Project Manager to drive AI and automation initiatives within their Customer Operations function. This is a hands-on, cross-functional role where you'll identify, implement, and monitor AI-powered features and projects that enhance efficiency, quality, and customer experience across the entire Customer Operations area.

You'll work closely with operational teams including Customer Support and Payments, Fraud & Verification, steering multiple projects simultaneously while collaborating with diverse stakeholders. This position sits within the Operational Excellence team and is ideal for someone who enjoys cleaning up complex processes and developing smarter ways of working.

Responsibilities

• Manage the complete lifecycle of AI features within Customer Operations—from initial concept and business case through implementation to ongoing monitoring and optimization
• Work hands-on in the early phases, developing concrete use cases for AI chat and email agents alongside operational teams
• Own monitoring and performance tracking of implemented AI features, ensuring they deliver expected efficiency and quality improvements
• Identify issues early and ensure rapid resolution
• Serve as the central point of contact for all AI-related topics within the department
• Steer multiple projects in parallel for different stakeholders while managing timelines, priorities, and expectations
• Collaborate closely with Customer Operations teams to understand pain points and translate them into concrete AI and automation opportunities
• Coordinate cross-functional collaboration and drive projects to successful implementation
• Proactively identify inefficiencies and process improvement opportunities beyond AI applications
• Challenge existing workflows and develop innovative, smarter solutions

What We're Looking For

• Fluent German language skills (written and spoken) - this is essential
• Proven experience in Operational Excellence within Customer Support and Fraud Operations environments
• Strong understanding of how AI and automation can be deployed operationally, including chatbots, intelligent routing, and workflow development
• Track record managing multiple projects simultaneously for different stakeholders with excellent prioritization and organizational abilities
• Experience with the complete lifecycle of implemented features and tools, including monitoring, performance tracking, and continuous optimization
• Excellent stakeholder management skills with confidence working across operational teams and senior leadership
• Strong analytical and problem-solving capabilities with creativity to identify non-obvious solutions
• Outstanding communication skills with a proactive and transparent communication style
• Think-outside-the-box mentality willing to question existing ways of working

How We Work With You

As a recruiting partner, Get A Job.ai manages the complete application process on behalf of our client. When you apply through our platform, one of our recruiters will screen your application and conduct an initial conversation. If there's a strong match, we'll submit your profile to our client for consideration. Please note that direct contact with the client is not possible during the recruitment process—all communication flows through our talent team.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout the hiring process.