Product Owner Service Resolution and Quality - Customer Service Transformation (m/f/d)

Job description

Company Description Job Description As part of our Customer Service Transformation, you take ownership of the Service Resolution and Quality product, operating within a technologically advanced omnichannel ecosystem including Salesforce, Genesys, and Conversational AI systems. You design and deliver seamless, high-quality resolution experiences by managing end-to-end complaint handling, quality assurance, and knowledge management workflows across all markets. You collaborate closely with cross-functional teams and stakeholders at all levels, ensuring your product drives measurable improvements in customer satisfaction, operational efficiency, and compliance. If you enjoy building complex products, driving quality at scale, and owning outcomes in a fast-paced environment, this role is for you! YOUR ROLE AT SIXT You own end-to-end complaint handling and regulatory workflows across all markets, ensuring a consistent, high-quality customer resolution experience across all channels. You define and drive the product vision for QA tooling, coaching cycles, and knowledge lifecycle management, translating quality insights, audit findings, and regulatory changes into actionable improvements. You design and implement seamless customer and agent workflows, leveraging automation and cutting-edge technologies in collaboration with Software Engineering, Data Science, and Digital Experience teams. You manage the roadmap and product implementation for Service Resolution and Quality, overseeing the full product lifecycle from requirements to launch and continuous optimization of complex, company-wide workflows. You own product performance and experimentation, monitoring KPIs (e.g. NPS, automation levels, time to resolution), driving improvements, and making strategic make-or-buy decisions based on market trends. You manage the product backlog and agile processes end-to-end, including user stories, prioritization, UAT, Scrum ceremonies, and close collaboration with stakeholders from service agents to C-level. YOUR SKILLS MATTER You bring 5+ years of experience in digital Product Management in agile environments (Scrum/Kanban), with strong expertise in product discovery and delivery and scaling product teams. You have proven experience designing and managing complex, multi-platform and company-wide workflows, ideally within customer service environments. You have knowledge of complaint handling, quality assurance, and knowledge management processes, with experience in automating workflows being a strong plus. You excel in stakeholder management across cultures, time zones, and hierarchical levels, with strong communication and decision-making skills. You combine strong conceptual, analytical, and strategic thinking with a structured, self-driven, and results-oriented mindset focused on continuous improvement through KPIs. You are pragmatic, curious, and action-oriented, with a positive attitude, strong ownership, fluency in English (additional languages like German are a plus), and flexibility for occasional travel. WHAT WE OFFER Generous Time Off Enjoy 28 days of vacation, an additional day off for your birthday, and 1 volunteer day per year AI at your fingertips From day one, you'll have access to Claude by Anthropic and SIXTgpt, SIXT'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 Work-Life Balance & Flexibility Benefit from a hybrid working model, flexible working hours, and no dress code Great Employee Benefits Access discounts on SIXT rent, share, ride, and SIXT+, along with partner discounts Training & Development Participate in training programs designed for your personal growth and development Health & Well-being Private health insurance to support your well-being Additional Perks Enjoy the Coverflex advantage system to enhance your employee experience Qualifications Additional Information About us: We are a globally leading mobility service provider with a revenue of €4.00 billion and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (taxi, ride, and chauffeur services), and SIXT+ (car subscription), giving our customers access to our fleet of 350,000 vehicles, the services of 4,000 cooperation partners, and around 5 million drivers worldwide. Together with our franchise partners, we are present in more than 110 countries at 2,000 rental stations. At SIXT, 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!