Public summary
Join a fast-growing international tech company headquartered in Germany as an AI & Automation Specialist in Operations. Lead the integration and scaling of AI solutions across support and back-office teams, owning the AI roadmap and driving measurable operational impact. Collaborate closely with support teams, back office, and tech to enhance automation from chatbots to workflow improvements. This role requires experience in customer operations, hands-on AI deployment, prompt engineering, data analysis, and excellent English communication. German language skills are a plus but not required. The company offers career growth, an international environment, flexible benefits, and a commitment to diversity.
Location and work setup
- Location
- Karlsruhe
- Remote status
- Hybrid
- German requirement signal
- No German Required Detected
- Detected job language
- English
Responsibilities
Own the AI innovation roadmap for the Operations department, prioritizing and sequencing automation initiatives across customer support and back office. Enhance and optimize the customer support chatbot, including conversational flows and escalation protocols. Continuously identify new AI use cases by analyzing conversations and workflows to reduce effort and improve decisions. Design and conduct experiments to measure impact and iterate solutions. Partner with multi-tier support and back office teams to align AI initiatives with operational realities. Translate operational needs into clear technical specifications for the Tech team. Establish standards for prompt quality, error management, and knowledge governance. Monitor and report key performance indicators including containment rate, CSAT, and cost-to-serve. Serve as a subject matter expert on AI applications within Operations and maintain up-to-date documentation.
Qualifications
Minimum 3 years in customer operations, support, or related roles with understanding of SLAs, escalation, and operational scalability. Proven experience deploying and iterating AI or automation projects in live operational environments. Skills in prompt engineering and conversational design with measurable improvements. Ability to manage multiple initiatives under a portfolio-owner mindset, prioritizing by impact. Strong influencing skills across diverse teams without direct authority. Proficient in data analysis and able to translate raw data into actionable insights. Knowledgeable about large language models including embeddings, RAG, and common failure modes. Familiarity with APIs, HTTP requests, and JSON for clear technical briefing. Excellent written and verbal communication in English; German is advantageous. Experience in e-commerce or marketplace settings and exposure to AI beyond chatbots are beneficial.