Customer Operations AI & Automation Manager (AI)

Location: Germany; hybrid

Company

hirify.global is an international lottery and e-commerce group operating brands including LOTTO24 and Tipp24, with more than 350 employees.

What you will do

• Own the end-to-end lifecycle of AI features across Customer Operations, from ideation and business cases through implementation, monitoring, and optimization.
• Build and refine AI chat and email agent use cases with Customer Support and Payments, Fraud & Verification teams.
• Monitor live AI features, track performance, and resolve issues to maintain expected efficiency and quality gains.
• Manage multiple concurrent projects, aligning timelines, priorities, and expectations across stakeholders.
• Identify process inefficiencies and develop AI, automation, and general operational improvements.
• Act as the central point of contact for AI-related topics across Customer Operations.

Requirements

• Excellent German, written and spoken, is required.
• Proven operational excellence experience in Customer Support and Fraud Operations.
• Strong understanding of AI and automation applications in operations, including chatbots, intelligent routing, procedures, and workflows.
• Experience managing multiple projects for different stakeholders with strong prioritization and organizational skills.
• Experience managing live features or tools after launch, including monitoring, performance tracking, and continuous improvement.
• Strong stakeholder management, analytical, problem-solving, communication, and prioritization skills.

Culture & Benefits

• Flexible work options with a results-focused hybrid setup.
• Annual professional development budget of €1,500.
• Trust, autonomy, and no micromanagement.
• Unlimited vacation days in addition to 30 vacation days per year.
• Workations abroad through the WorkFlex tool.
• Mobility allowance, company bike leasing, pension scheme, subsidized EGYM WELLPASS membership, and regular company and team events.