AI Operational Excellence Specialist (f/m/d)
HybridGermany, Texas, United States
Job Summary
Drive the end-to-end lifecycle of AI features across Customer Operations, from ideation and business case through implementation to ongoing monitoring and optimization. Build and refine use cases for AI Chat and AI Email agents with Customer Support and Payments, Fraud & Verification teams, while acting as the central point of contact for AI-related topics. Manage multiple simultaneous projects for different stakeholders, keeping timelines, priorities, and expectations aligned. Proactively identify inefficiencies and opportunities for process improvement beyond AI to make operations run more smoothly. Partner closely with frontline teams to translate pain points into AI/automation opportunities and coordinate with cross-functional stakeholders to bring projects to life.
Required Qualifications
- Proven OPEX experience in Customer Support, & Fraud Operations
- Strong understanding of AI/automation applications in operations (e.g., chatbots, intelligent routing, building procedures, and workflows)
- Track record of managing multiple concurrent projects for different stakeholders, with strong prioritization and organizational skills
- Experience managing the lifecycle of live features/tools post-launch (monitoring, performance tracking, continuous improvement)
- Excellent stakeholder management skills; comfortable working with both frontline teams and senior leadership
- Strong analytical and problem-solving skills, with the creativity to find non-obvious solutions
- Excellent communication skills
- Fluent English & German (written and spoken) required
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