(Senior) Product Owner - AI Customer Service (m/f/d)

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