Project Manager – Customer Operations AI and Automation

ZEAL Network SE

. Manage the full lifecycle of AI features in Customer Operations—from ideation and business case development through implementation, monitoring, and optimization .

Posted 9/19/2026full-timeGermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the full lifecycle of AI features in Customer Operations, including ideation, implementation, and optimization. Proficient in stakeholder management and operational excellence, with a strong focus on process improvement and project delivery.

Highest-signal resume keywords

AI Feature Lifecycle ManagementOperational Excellence (OPEX)Stakeholder ManagementProject ManagementGerman Language Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI Use Case DevelopmentPerformance MonitoringProcess OptimizationChatbot ImplementationAutomation Solutions

Soft Skills

Analytical SkillsProblem-SolvingCreativityCommunication SkillsOrganizational Skills

Industry Keywords

Customer SupportFraud OperationsCross-Functional CoordinationProject DeliveryInefficiency Identification

About the role

Key responsibilities & impact

Manage the full lifecycle of AI features in Customer Operations—from ideation and business case development through implementation, monitoring, and optimization
Actively implement AI use cases together with Customer Support as well as Payments, Fraud & Verification
Develop use cases for AI Chat Agents and AI Email Agents
Monitor and track the performance of implemented AI features
Identify issues at an early stage and resolve them quickly
Serve as the central point of contact for AI-related topics within the department
Manage multiple projects in parallel for different stakeholders
Align timelines, priorities, and expectations
Translate Customer Operations teams’ pain points into AI and automation opportunities
Coordinate cross-functional stakeholders and drive successful project delivery
Proactively identify inefficiencies and opportunities for process improvement
Challenge existing ways of working and develop smarter solutions

Requirements

What you’ll need

Excellent written and spoken German is a must-have
Demonstrated experience in Operational Excellence (OPEX) in Customer Support and Fraud Operations
Good understanding of how AI and automation are used in operational environments, such as chatbots, intelligent routing, processes, and workflows
Experience managing multiple projects in parallel for different stakeholders
Excellent prioritization and organizational skills
Experience managing the lifecycle of implemented features and tools, including monitoring, performance tracking, and continuous optimization
Excellent stakeholder management skills and confidence working with operational teams and senior leadership
Strong analytical and problem-solving skills
Creativity to identify unconventional solutions
Excellent communication skills, with a proactive and transparent communication style

Benefits

Comp & perks

Annual professional development budget of €1,500
Flexible working arrangements with a hybrid work model
Unlimited vacation days in addition to 30 vacation days per year
Workations abroad via the WorkFlex tool
Monthly mobility allowance of €30
Bicycle leasing program
Company pension plan in cooperation with Degura
Subsidized EGYM WELLPASS membership for €25 per month
Monthly company events, as well as regular team activities and informal gatherings
Free lunches from Monday to Thursday at the office