Product Owner Service Resolution & Automation – Customer Service Transformation (m/f/d)

About this role

Today, handling a customer complaint often means manual, multi-touchpoint processes across the call center, the branch, and other departments. As Product Owner Service Resolution & Automation, you change that. You own the product that captures complaints and works them through to resolution, with the goal of full automation: validating the problem on its own, deciding the outcome in a decision matrix, and resolving the case without manual handovers.

Where cases still need people, you make the handover between call center, station, and other teams seamless. You work within our Customer Service Transformation, alongside Software Engineering, Data Science, and operations stakeholders, on top of an ecosystem that includes Salesforce, Genesys, and Conversational AI. If you enjoy turning complex, manual operational processes into automated products and owning outcomes in a fast-paced environment, this role is for you! YOUR ROLE AT SIXT Complaint capture & processing Building on deep knowledge of our rental processes, from booking to return, you own how complaints are captured and processed end to end, including today's manual multi-touchpoint flows across call center, station, and other departments Workflow automation You design and deliver automated workflows with AI agents that independently validate each complaint, decide the outcome based on a decision matrix, and trigger the resolution.

Full automation is the goal, manual handling the exception System integration You integrate with our rental software and branch workflow systems so processes are handed over seamlessly between customer service and frontline operations, with no manual rework or lost context Product vision & roadmap You own the vision and roadmap for Service Resolution & Automation and manage the full product lifecycle, from requirements to launch and continuous optimization Performance & experimentation You monitor KPIs (e.g.

automation rate, time to resolution, NPS), run experiments, and make strategic make-or-buy decisions based on market trends Backlog & agile delivery You manage the backlog and agile processes end to end, including user stories, prioritization, UAT, and Scrum ceremonies, working with stakeholders from service agents and branch staff to C-level YOUR SKILLS MATTER Experience 5+ years in digital Product Management in agile environments (Scrum/Kanban), with strong expertise in product discovery and delivery Automation & AI Proven experience designing and delivering workflow automation, ideally with AI or agent-based solutions in customer service or operations Integration Solid understanding of integrating with operational core systems and managing complex, multi-platform, company-wide workflows Analytical & process thinking Strong conceptual and strategic thinking – you quickly grasp complex operational processes, such as rental, branch, or logistics operations, translate them into product requirements, and drive continuous improvement through KPIs Communication Strong stakeholder management across cultures, time zones, and hierarchical levels, with sound decision-making skills Soft skills You are pragmatic, curious, and action-oriented, with a positive attitude and strong ownership.