Senior Manager, AI Transformation — Customer Service

WE GO BEYOND GmbH

Senior Manager overseeing AI transformation in customer service contact center. Leading a team to implement and optimize tech solutions for improved service efficiency.

Posted 8/2/2026full-timeHamburg • 🇩🇪 GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in transforming customer service through AI-supported solutions, with a strong focus on Conversational AI, telephony, and CRM integration. Proven ability to manage projects in an agile environment while ensuring quality and efficiency in customer interactions.

Highest-signal resume keywords

Conversational AITelephonyCRM IntegrationAgile Project ManagementFluent in German (C1)

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

AI Project ManagementAutomationVoicebot DevelopmentUser Story TranslationBacklog Management

Soft Skills

Decision MakingInterdisciplinary Team Leadership

Tools & Technologies

Contact Center SolutionsUnified Platforms

Industry Keywords

Customer ServiceContact CenterMarket Monitoring

About the role

Key responsibilities & impact

You are responsible for transforming the telephone service into an AI-supported contact center, from concept through to operations.
You identify the highest-impact AI use cases in customer service and drive them from idea to live production.
You translate operational service requirements into clear user stories for voice and chatbots and own the backlog.
You oversee implementation end-to-end and build the area with your own budget and an interdisciplinary, agile team.
You consolidate telephony, CRM and bots together with IT into a unified platform.
You monitor the market, make decisions on adopting new technologies, and are accountable for quality and efficiency in customer interactions.

Requirements

What you’ll need

You come from telephone-based customer service or a contact center and have held responsibility there for several years.
You have driven automation, voicebot or AI projects in service from concept through to operations.
You have a very good technical understanding of Conversational AI, telephony and CRM and the ability to assess technologies.
You have managed projects at the business–IT interface and work in an agile way.
You are fluent in German (business proficient, at least C1).

Benefits

Comp & perks

A platform you will shape, not an existing system you merely maintain.
Responsibility for building the area, with your own team, budget and a direct reporting line to the Head of Customer Service.
A high-profile role that connects service, product and AI, positioning you for the next leadership step.
An attractive compensation package commensurate with the level of responsibility.