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 that you deal with on the job
Job Locations
This is 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
