Senior Manager, AI Transformation – Customer Service

WE GO BEYOND GmbH

. Lead the transformation of telephone-based customer service into an AI-powered contact center, from concept through operations .

Posted 9/22/2026full-timeHamburg • GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading AI-powered customer service transformations, integrating telephony and CRM systems, and managing interdisciplinary teams in an agile environment. Proficient in driving automation projects and translating operational requirements into actionable user stories.

Highest-signal resume keywords

AI Project ManagementConversational AITelephony IntegrationAgile MethodologiesBusiness-Fluent German

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service ManagementAutomation ImplementationVoicebot DevelopmentChatbot DevelopmentUser Story TranslationProject ManagementDecision-Making Skills

Soft Skills

LeadershipCollaborationCommunication

Tools & Technologies

CRM SystemsTelephony SystemsAI Technologies

Industry Keywords

Contact Center OperationsCustomer Interaction QualityInterdisciplinary Team Management

About the role

Key responsibilities & impact

Lead the transformation of telephone-based customer service into an AI-powered contact center, from concept through operations
Identify AI use cases in customer service and take them from initial idea through production
Translate requirements from service operations into user stories for voicebots and chatbots, and own the backlog
Manage end-to-end implementation and build the function with its own budget and an interdisciplinary, agile team
Integrate telephony, CRM, and bots into a unified platform in collaboration with IT
Monitor market developments, make decisions on new technologies, and take responsibility for the quality and efficiency of customer interactions
Report directly to the Head of Customer Service

Requirements

What you’ll need

Several years of experience managing telephone-based customer service or contact center operations
Experience driving automation, voicebot, or AI projects in customer service from initial concept through operations
Very strong technical understanding of conversational AI, telephony, and CRM, along with sound decision-making skills
Experience managing projects at the intersection of business and IT, with a strong understanding of agile ways of working
Business-fluent German (at least C1 level)

Benefits

Comp & perks

The opportunity to shape a platform rather than manage an existing system
Responsibility for building the function, with your own team, budget, and direct access to the Head of Customer Service
A high-profile role connecting customer service, product, and AI, preparing you for your next leadership opportunity
An attractive compensation package commensurate with the level of responsibility