Your tasks

As Product Owner - Agent Facing AI (m/f/d) in the Operations Customer Care division, you will be responsible for the conceptual design, implementation, and further development of innovative AI products at the interface between customer care and technology. Your focus will be on the optimal integration of AI solutions into customer contact processes to enable the best possible experiences for both customers and agents. Content strategy and quality assurance play a central role in this: You will develop clear content for service content platforms, manage requirements in conjunction with AI solutions, and continuously optimize through user feedback. Together with internal stakeholders, such as our IT and technology organizations, and external stakeholders, you will drive the strategic development of our AI initiatives.

The position will be filled at our location in Montabaur or Karlsruhe.

• They take responsibility for the end-to-end development of AI products in the customer care area and accompany the entire product lifecycle, from the initial idea through implementation to optimization in live operation.
• They develop a clear product strategy and a roadmap for AI applications in the customer care sector and ensure their continuous implementation.
• They gather and analyze requirements in close collaboration with specialist departments, data scientists and the respective contacts in the IT department as well as other relevant stakeholders in order to design tailor-made solutions.
• They define and prioritize the product backlog, manage the implementation together with the technical product owners of the AI ​​solutions, and ensure that all requirements are implemented efficiently.
• They are responsible for the professional integration of AI solutions into existing CRM and process landscapes to ensure seamless and efficient workflows.
• They continuously monitor product performance using defined KPIs and derive technical requirements for IT optimization measures to increase the effectiveness and added value of the solutions.
• They identify new AI trends and evaluate their potential for the customer care sector in order to utilize innovative technologies and methods at an early stage.
• They manage external service providers and partners in the context of AI product development, negotiate contracts and ensure successful collaboration.
• They develop and communicate a clear content strategy for the service content platforms, derived from the strategic goals of Customer Operations for 1&1 and Drillisch.
• They are responsible for requirements management and quality assurance: They collect, analyze and prioritize requirements for content in conjunction with AI solutions.
• They foster innovation by providing relevant content on the platforms that serve the respective target group and AI solutions. They use continuous feedback to validate and optimize content for the respective solutions.

That's what we want.

• You have a completed degree in business informatics, computer science, business administration or a comparable field, which gives you a sound understanding of technological and business-related contexts.
• You have several years of experience as a Product Owner, Product Manager or in a comparable role, ideally with a focus on AI technologies or automation.
• They possess a deep understanding of machine learning, natural language processing and related AI technologies and know how these can be profitably integrated into business processes.
• They have experience in developing and implementing AI products in a business environment and can demonstrate successfully implemented projects.
• You have already demonstrably applied your skills in prompt engineering in practice.
• They are familiar with agile methods such as Scrum or Kanban and know how to effectively manage and support agile development teams.
• They are characterized by strong analytical and conceptual skills and are able to present complex issues in a structured and understandable way.
• They communicate clearly and convincingly and understand how to inspire different stakeholders at all levels with their ideas and solutions.
• They work proactively, are solution-oriented, and demonstrate a high level of innovation to creatively and strategically advance new AI applications.
• Ideally, you have experience with CRM systems and know how they can be integrated into business processes to increase efficiency.