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Customer Operations AI & Automation Manager (f/m/d)

zeal-networkHamburgCustomer Operations
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Experience
Mid
Posted
11 Sept 2026
Status
Open · checked 7d ago

About this role

This role suits an operational excellence professional who enjoys managing multiple projects, collaborating across teams, and improving efficiency through artificial intelligence in Hamburg. The position is based at zeal-network and focuses on leading the artificial intelligence agenda within customer operations.

Role Overview

The Customer Operations AI & Automation Manager (f/m/d) at zeal-network in Hamburg drives the artificial intelligence agenda within customer operations. This hands-on, cross-functional position involves identifying, implementing, and monitoring artificial intelligence solutions to improve quality, efficiency, and customer experience across support, payments, fraud, and verification teams.

Key Responsibilities

Manage the complete lifecycle of artificial intelligence features within customer operations, ranging from initial business cases and ideas to implementation, monitoring, and ongoing optimization.
Build concrete use cases for artificial intelligence email and chat agents in collaboration with customer support, payments, fraud, and verification teams during the initial phase.
Monitor and track the performance of deployed artificial intelligence features to ensure expected quality and efficiency targets are met.
Coordinate multiple projects concurrently for various stakeholders while tracking timelines, priorities, and expectations.
Identify operational inefficiencies proactively and develop smarter, scalable workflows and processes.

Requirements

Fluent written and spoken German language skills.
Documented experience in operational excellence within customer support and fraud operations.
Strong understanding of applying artificial intelligence and automation in operational environments, such as intelligent routing, chatbots, and workflow creation.
Experience managing multiple projects simultaneously for diverse stakeholders with strong organizational and prioritization abilities.
Experience with feature and tool lifecycle management, including monitoring, performance tracking, and continuous improvement.
Strong stakeholder management skills for collaborating with both operational teams and senior leadership.

Skills and Tools

AI Chat Agents
AI Email Agents
Intelligent Routing
Chatbots
Process and Workflow Automation
Lifecycle Management Tools

Salary and Benefits

Annual professional development budget of 1,500 EUR.
Hybrid working model with flexible working options.
30 days of regular vacation plus unlimited additional vacation days.
International workations supported by the WorkFlex tool.
Monthly mobility subsidy of 30 EUR and a bicycle leasing program.
Company pension scheme in partnership with Degura.
Subsidized EGYM Wellpass membership.
Monthly company events, team activities, and complimentary lunches from Monday through Thursday at the office.

About the Company

zeal-network is a dynamic, internationally active corporate group operating online lotteries in Germany through brands such as LOTTO24 and Tipp24, alongside partnerships with Spain's ONCE. The organization employs over 350 experts from diverse backgrounds, fostering an innovative environment that encourages employees to think broadly and collaborate on inspiring dreams.

How to Apply

Interested candidates should apply directly on the official company careers page.

Skills and tech stack

AI Chat AgentsAI Email AgentsChatbotsIntelligent RoutingWorkFlex

Questions candidates ask

Where is the job located?

The position is located in Hamburg, featuring a hybrid working model with flexible working options.

What language proficiency is required?

Very good written and spoken German language skills are a mandatory requirement.

What kind of experience is needed for this role?

Candidates need proven experience in operational excellence within customer support and fraud operations, along with an understanding of artificial intelligence and automation in operational settings.

What benefits are provided by zeal-network?

Benefits include a 1,500 EUR annual training budget, 30 standard vacation days plus unlimited additional vacation days, workations abroad via WorkFlex, a 30 EUR monthly mobility subsidy, a bicycle leasing program, a company pension scheme, a subsidized EGYM Wellpass membership, and free weekday office lunches.

How should I submit my application?

Applications must be submitted directly through the official company careers page.

Ready to apply?

The application is on the official zeal-network careers page.

Apply on company site