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. Sounds interesting? Apply now and join our team in Pullach near Munich.
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
About us:
We are a globally leading mobility service provider with a revenue of €4.00 billion and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (taxi, ride, and chauffeur services), and SIXT+ (car subscription), giving our customers access to our fleet of 350,000 vehicles, the services of 4,000 cooperation partners, and around 5 million drivers worldwide. Together with our franchise partners, we are present in more than 110 countries at 2,000 rental stations. At SIXT, top-tier customer experience and outstanding customer service are our highest priorities. We believe in true entrepreneurship and long-term stability and align our corporate strategy with foresight. Get started with us and apply now!
Sixt SE with its registered office in Pullach near Munich, is a leading international provider of high-quality mobility services. With its products SIXT rent, SIXT share, SIXT ride and SIXT+ the company offers a uniquely integrated premium mobility service across the fields of vehicle and commercial vehicle rental, car sharing, ride hailing and car subscriptions. The products can be booked, among others, through the SIXT App, which also contains the services of its renowned mobility partners. SIXT has a presence in more than 100 countries around the globe. The company offers its customers experiences that inspire and exceed their expectations – through a lived culture of innovation, a consistent premium offering in terms of fleet and service, and an attractive price-performance ratio.
In 2024, SIXT achieved consolidated earnings before taxes of EUR 335.2 million and a significant increase in consolidated revenue to reach for the first time EUR 4.00 billion.
