AI & Automation Specialist (Operations)

Location: Karlsruhe, Germany (Onsite)

Company

hirify.global is the world's leading online marketplace for luxury watches, connecting buyers and sellers across more than 80 countries.

What you will do

• Own the AI roadmap for Operations, identifying and prioritizing automation opportunities across support and back-office teams.
• Manage the customer support chatbot, including conversational flows, prompt quality, and knowledge base governance.
• Design and run structured experiments to measure impact on KPIs like containment rate, deflection, and CSAT.
• Translate operational requirements into clear technical briefs for the engineering team.
• Define and monitor AI performance standards, including guardrails against hallucinations and error rates.
• Act as the subject-matter expert on applied AI, influencing cross-functional stakeholders across the organization.

Requirements

• 3+ years of experience in customer operations, support, or a closely related field.
• Hands-on experience deploying and iterating on AI or automation solutions in a real operational context.
• Proven experience in prompt engineering and conversational design with measurable results.
• Strong data analysis skills, including experience with conversation logs and operational reporting.
• Working understanding of LLMs, RAG, embeddings, APIs, and JSON.
• English: Exceptional written and verbal communication skills required.

Nice to have

• Experience in e-commerce or marketplace environments.
• Exposure to AI beyond chatbots, such as agent assist, QA automation, or fraud detection.
• Familiarity with evaluation frameworks or QA pipelines for LLM outputs.
• Background in knowledge management or process documentation.
• German language proficiency.

Culture & Benefits

• Central role in a strategic transformation initiative with direct visibility to leadership.
• Flexible monthly benefit budget of €80 for sports, childcare, or mobility.
• Free daily lunch provided at the office.
• Additional days off on December 24th and 31st.
• Opportunity to work from abroad for up to 20 days per year.
• International team environment with colleagues from over 10 countries.