Job
- Level
- Experienced
- Job Field
- Data, Product
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Montabaur, Karlsruhe
- Working Model
- Hybrid, Onsite
Job Summary
In this position, you will design AI products for customer contact, develop end-to-end dialogues, and optimize AI-driven interactions while collaborating closely with various teams to implement technical requirements.
Job Technologies
Your role in the team
- As a Product Owner - Customer Facing AI (m/f/d) in the Executive Board Division Operations Customer Care, you will design AI products that are directly used in customer contact, such as chatbots, voicebots, and digital assistants.
- You are responsible for the technical conception, implementation, and continuous development of these customer-facing AI solutions, and you manage requirements, dialogue quality, service content, and quality assurance in conjunction with AI technologies.
- Together with Customer Care, IT, Technology, UX, Analytics, and external partners, you drive the strategic development of our digital customer service forward.
- You take on product responsibility for AI solutions in direct customer contact, particularly for chatbots, voicebots, and other digital assistants in customer care.
- They are shaping the digital customer service of tomorrow: clear, helpful, available at any time, and consistently focused on resolving customer issues.
- They develop the product vision, roadmap, and backlog for customer-facing AI applications and prioritize requirements.
- They analyze customer inquiries, reasons for contact, dialogue flows, and service processes, and derive concrete optimizations for AI-supported customer interactions.
- They design end-to-end dialogues for chat and voice - from intent detection through targeted follow-up questions and solution proposals to qualified handover to staff.
- You work closely with Customer Care, IT, UX, Analytics, Content Managers, and external partners to successfully integrate AI products into existing service and process landscapes.
- They define requirements for prompts, dialogue logics, knowledge content, quality criteria, guardrails, and monitoring mechanisms.
- They oversee the continuous development of AI solutions based on relevant KPIs.
- They ensure that AI responses are technically accurate, understandable, brand-compliant, and regulatorily compliant.
- They monitor technological developments around Generative AI, Conversational AI, Large Language Models, Voice AI, and AI Agents and assess their benefits for 1&1's customer service.
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Our expectations of you
Education
- You hold a degree in Business Informatics, Computer Science, Business Administration, or a comparable field, which provides you with a solid understanding of technological and business-related contexts.
Qualifications
- You enjoy translating complex customer issues into understandable, user-friendly, and effective digital solutions.
- You have a good understanding of modern AI technologies, especially Generative AI, Large Language Models, Natural Language Processing, Prompting, and data-driven optimization.
- You can translate technical requirements in a structured manner into User Stories, Acceptance Criteria, Dialogue Concepts, and prioritized Backlogs.
- You work confidently with KPIs, analyses, and user feedback, deriving concrete product decisions from them.
- You communicate clearly, confidently, and persuasively — even when dealing with complex technical or professional topics.
- You enjoy not only designing AI applications but also making them measurably better through real customer interaction.
- They are fluent in German and English, enabling them to operate confidently in an international environment.
Experience
- You have several years of experience as a Product Owner, Product Manager, or in a comparable role, ideally within the context of Customer Service, digital channels, chatbots, voicebots, self-service, or AI products.
- You consistently think from the customer's perspective and have a strong sense for user experience: you understand how to design digital dialogues that are simple, intuitive, helpful, and solution-oriented.
- You have experience in stakeholder management and can mediate between the business units, technology, management, and operational customer service.
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What we offer
- Attractive salary Strong community of team players Trust-based working hours with flexible scheduling and the possibility to work up to 40% remotely Numerous training opportunities both online and offline Discounts on 1&1 products and various leisure activities Company-owned restaurant Free drinks and fresh fruit JobRad subsidy
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Food & Drink
Topics You Will Work On
Job Locations
About Your Employer
United Internet AG
As the leading provider of communication solutions in Germany, we offer our users a safe and reliable way to communicate with our strong brands: 1&1, GMX, WEB.DE, and mail.com—despite handling 500 million incoming emails every day!
Description
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Employer reviews
by devworkplaces.com
Total
(1 Review)3.4
Engineering
3.3Workingconditions
3.8Career Growth
3.2Culture
3.2
Product Owner - Customer Facing AI
- Location
- Montabaur, Karlsruhe
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
