Company Description

Job Description

As Product Owner - AI Customer Service (m/f/d), you will drive innovative customer service solutions for SIXT in a global omnichannel ecosystem. Leading the development of AI-powered customer inquiry automations, enhancing case classification models, and designing knowledge retrieval systems, you will elevate the customer experience across channels. Your responsibilities include managing the full product lifecycle-from requirements gathering to market launch and model performance tracking-while advancing the Customer Service AI Solutions roadmap. Sounds interesting?

YOUR ROLE AT SIXT

• You develop innovative, customer-oriented AI solutions for case deflections & automations, case classification, and knowledge retrieval systems in a global Customer Service ecosystem

• You define and drive the AI solution roadmap for Customer Service Transformation to significantly increase automation levels

• You own and oversee the entire product lifecycle from requirements gathering to market launch, collaborating closely with our GenAI Engineering team

• You define evaluation and analytics frameworks to ensure best-in-class model selection and continuously optimize AI solution performance

• You foster innovation by analyzing market trends and evaluating current tooling and model landscapes (e.g. Cognigy, Salesforce Service Cloud, Genesys)

• You collaborate with a wide range of stakeholders-including Customer Service operations, IT, Engineering, and business functions-aligning with decision-makers up to C-level

YOUR SKILLS MATTER

• Experience You have several of proven experience in digital Product Management (discovery and delivery) in an agile environment (Scrum/Kanban), successfully driving data- or AI-based products end-to-end

• Tools You possess hands-on experience with AI/ML or conversational AI solutions (e.g. chat/voice bots, case classification, knowledge retrieval) and ideally with platforms such as Cognigy, Salesforce Service Cloud, or Genesys

• Model Evaluation & Analytics You are adept in defining and interpreting evaluation metrics for AI models-especially for case classification (accuracy, precision/recall, routing quality, automation impact)-using insights to enhance performance

• Knowledge Systems You have experience with AI-driven knowledge management or retrieval systems (e.g. search, RAG-based solutions) and are skilled at gathering, structuring, and preparing knowledge requirements for effective AI-powered responses

• Self-Starter & Result-Orientation You possess excellent logical, analytical, and strategic skills; structure your work efficiently; set clear goals and metrics; make data-driven decisions; and continuously optimize the business impact of your AI solutions

• Communication You have experience in multicultural stakeholder management across functions such as Customer Service, IT, Engineering, and business teams, with strong skills in consensus-building and decision-making

WHAT WE OFFER

• Extra benefits Enjoy discounts on SIXT rent, share, ride and SIXT+, attractive vehicle leasing offers, and exclusive deals with partners for travel, tech, fashion and more
• Mobility boost We support you with a monthly mobility allowance of €20 per month for even more freedom
• Future security We contribute to your retirement plan and support you with capital-forming benefits to ensure you are well covered
• Feel-good atmosphere Stay active with our modern SIXT gym, various leisure activities like the gaming area or the SIXT choir, and enjoy our high-quality employee restaurant
• Flexibility Enjoy 30 days of vacation and a hybrid working model with flexible hours
• Giving back Take one day each year to volunteer at a charitable organization dedicated to supporting children