Product Owner Service Resolution & Automation

Description

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!

YOURS TO OWN

Complaint capture & processing You build on deep knowledge of our rental processes, from booking to return, to 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 You bring 5+ years in digital Product Management in agile environments (Scrum/Kanban), with strong expertise in product discovery and delivery

Automation & AI You have proven experience in designing and delivering workflow automation, ideally with AI or agent-based solutions in customer service or operations

Integration You have a solid understanding of integrating with operational core systems and managing complex, multi-platform, company-wide workflows

Analytical & process thinking You are strong in 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 You have strong stakeholder management skills 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. Fluent English is required (German is a plus), and you are open to occasional travel

Our mobility platform ONE combines our products the company rent (car rental), the company share (car sharing), the company ride (taxi, ride, and chauffeur services), and the company+ (car subscription), giving our customers access to our fleet of 360,000 vehicles, the services of 4,000 cooperation partners, and around 5 million drivers worldwide. At the company, top-tier customer experience and outstanding customer service are our highest priorities. We believe in true entrepreneurship and long-term stability and align our corporate strategy with foresight. Get started with us and apply now!

Company Description

Requirements

• Additional Information

Benefits

• Extra benefits Enjoy discounts on the company rent, share, ride and the company+, attractive vehicle leasing offers, and exclusive deals with partners for travel, tech, fashion and more
• AI at your fingertips From day one, you'll have access to Claude by Anthropic and SIXTgpt, the company's own AI platform, to supercharge your work. We invest in every team member's AI journey: encouraging experimentation, building knowledge, and making sure you're ahead of the curve
• Mobility Boost You will receive a monthly allowance from us as a contribution to your individual mobility
• Future security We contribute to your retirement plan and support you with capital-forming benefits to ensure you are well covered
• Feel-good atmosphere Stay active with our modern the company gym, various leisure activities like the gaming area or the company choir, and enjoy our high-quality employee restaurant
• Flexibility Enjoy 30 days of vacation and a hybrid working model with flexible hours
• Giving back Take one day each year to volunteer at a charitable organization dedicated to supporting children