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

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.

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