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(Senior) Product Owner - AI Customer Service (m/f/d)
Full-time
As Product Owner - AI Customer Service, you will drive innovative customer service solutions for SIXT in a global omnichannel ecosystem. You will lead the development of AI-powered customer inquiry automations, enhance case classification models, and design knowledge retrieval systems to elevate the customer experience across channels, managing the full product lifecycle from requirements to launch and model performance tracking.
Your Role
Develop customer-oriented AI solutions for case deflection, classification, and knowledge retrieval
Define and drive the AI solution roadmap for Customer Service Transformation
Own the entire product lifecycle, collaborating with the GenAI Engineering team
Define evaluation and analytics frameworks for best-in-class model selection and optimization
Analyze market trends and tooling (e.g. Cognigy, Salesforce Service Cloud, Genesys)
Requirements
Proven experience in digital Product Management in an agile environment, driving AI-based products end-to-end
Hands-on experience with AI/ML or conversational AI (chat/voice bots, case classification, knowledge retrieval)
Ideally experience with Cognigy, Salesforce Service Cloud, or Genesys
Adept at defining and interpreting evaluation metrics for AI models
Experience with AI-driven knowledge management or RAG-based retrieval systems
Strong multicultural stakeholder management across Customer Service, IT, and Engineering
