AI Operational Excellence Specialist (AI)

Location: Europe, Germany or the United Kingdom. Remote role with a flexible hybrid setup.

Company

hirify.global SE is an international online lottery group operating brands including LOTTO24 and Tipp24, while also investing in e-commerce start-ups.

What you will do

• Own the end-to-end lifecycle of AI features across Customer Operations, from ideation and business cases through implementation 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 affecting efficiency, quality, and customer experience.
• Manage multiple concurrent projects, aligning timelines, priorities, and expectations across stakeholders.
• Identify operational inefficiencies and implement AI, automation, and broader process improvements.
• Act as the central point of contact for AI topics across Customer Operations.

Requirements

• 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 and the post-launch lifecycle of live features or tools.
• Strong stakeholder management, analytical, problem-solving, prioritization, and organizational skills.
• Excellent communication skills with a proactive and transparent working style.
• Fluent written and spoken English and German required.

Culture & Benefits

• International, collaborative culture with trust, autonomy, and no micromanagement.
• Annual professional development budget of €2,500.
• 30-day annual vacation allowance plus unlimited additional vacation days.
• Workation opportunities abroad through the WorkFlex tool.
• Mobility allowance, company bike leasing, pension scheme, and subsidized EGYM WELLPASS membership.
• Regular company events, team activities, and company lunches four days a week.