Digital CS Operations Manager (m/f/d)

Operationally own and optimize conversational AI systems end-to-end in production, including configuring flows across chat and voice, managing knowledge bases, and refining escalation logic. Drive performance improvements across languages and channels using dashboards to boost auto-resolution rates and reduce customer effort, while iterating on prompts and AI behaviors to improve accuracy and reliability. Lead experimentation (A/B tests, flow adjustments), collaborate with Design/Product leads to surface operational insights, integrate AI tooling into daily workflows, and act as the quality gate for AI changes before rollout. Requires hands-on experience with conversational AI, LLMs, automation platforms, and strong cross-functional collaboration; the role emphasizes practical operational execution, continuous optimization, and delivering measurable improvements in customer service outcomes.