AI Program Manager, Customer Service (f/d/m) (2 years fixed term contract)

About the role

At mobile.de, we are scaling AI across Customer Service (e.g., Voice AI, Chat AI, Email AI) to deliver measurable customer and operational impact—fast. As our new AI Program Manager, Customer Service , you will own this transformation end-to-end: from strategy and roadmap to planning, implementation, rollout, and continuous improvement.

A key enabler is already in place: the AI provider has been selected. This means the role is strongly execution-focused—turning the chosen platform/vendor into tangible, reliable outcomes in production, while shaping the use-case roadmap, operating model, governance, and adoption.

What you’ll do

• Own the AI strategy & roadmap for Customer Service: identify and prioritize use cases, define outcomes, and align scope, timelines, and dependencies
• Lead execution end-to-end: drive initiatives from discovery/design through implementation, rollout, and hypercare—ensuring speed and quality
• Set up and run governance: establish decision forums/steering cadence, status reporting, and RAID management (risks/assumptions/issues/dependencies)
• Drive cross-functional delivery: align and coordinate CS Operations, IT/Engineering, Data/Analytics, Product, Legal/Compliance, and Security
• Manage partners/vendors (if applicable): steer delivery performance and ensure reliable outcomes
• Enable adoption & operational readiness: rollout planning, change communication, training, SOPs, escalation paths, and quality standards
• Measure performance and improve continuously: build and run a KPI framework (incl. deflection rate ) and own a structured iteration/action plan post go-live
• Coach and lead functionally: mentor the existing colleague on project/program management, stakeholder communication, and structured execution; help them grow into bigger ownership

What you bring:

• Several years of experience in program/project management and/or transformation delivery in complex, cross-functional environments (ideally Customer Service / CX)

• Proven ability to plan and implement initiatives end-to-end (not only strategy or coordination)
• Strong stakeholder management skills; able to create clarity, alignment, and momentum under time pressure
• Data- and outcome-driven mindset; confident steering impact via KPIs and performance monitoring
• Experience with AI/automation in service is a plus (e.g., conversational AI, LLM-enabled workflows, knowledge automation)
• Business fluent German (minimum C1) and English

Nice to have:

• Experience with Salesforce Service Cloud and ideally Agentforce / Salesforce AI capabilities
• Familiarity with contact center ecosystems (routing/CTI/voice, QA, knowledge management, analytics)

What success looks like:

• A clear AI roadmap is delivered fast and reliably , supported by strong governance and stakeholder alignment
• Deflection rate increases while service quality (e.g., CSAT/FCR) is maintained or improved
• Go-lives are smooth, adoption is strong, and operations are stable post-launch