ZEAL Network SE is a dynamic, internationally active group of companies that has been creating exciting and innovative lottery experiences for over 20 years. As Germany's largest provider of online lotteries with our brands LOTTO24 and Tipp24, and as a reliable partner of ONCE, Spain's second-largest national lottery, we are shaping the future of the lottery industry. We demonstrate our passion for innovation, among other things, with our latest brands Freiheit+ and Traumhausverlosung, which turn fresh and exciting dreams into reality. Furthermore, through ZEAL Ventures, we invest in inspiring e-commerce startups like Omaze and DAYMADE, thereby fostering new ideas and opportunities.

Our team of over 350 experts from diverse backgrounds is united by a visionary mindset, a passion for collaboration, and a shared goal of inspiring dreams. At ZEAL, we encourage our employees to think big and work together on a common purpose: helping people recognize and achieve their dreams.

About the Role

We are looking for a Customer Operations AI & Automation Manager (m/f/d) who will be responsible for the AI agenda within Customer Operations. You will be the driving force behind identifying, implementing, and monitoring AI-powered features and projects that improve efficiency, quality, and customer experience across the entire Customer Operations area.

The role is hands-on and highly cross-functional, suited for someone who enjoys managing multiple projects simultaneously, collaborating with various stakeholders, and takes pleasure in streamlining complex or inefficient processes and developing smarter ways of working.

The Operational Excellence Team is centrally located within Customer Operations and works closely with our two operational teams, Customer Support and Payments, Fraud & Verification, to continuously improve our ways of working. Our goal is to make our processes faster, smarter, and more scalable.

Your Tasks:

AI Implementation & Lifecycle Management

• You will manage the entire lifecycle of AI features within Customer Operations – from the initial idea and business case through implementation to ongoing monitoring and optimization.

• Especially in the initial phase, you will actively participate in the implementation and collaboratively develop concrete use cases for AI Chat and AI Email Agents with Customer Support and Payments, Fraud & Verification.

• You will be responsible for monitoring and performance tracking of already implemented AI features, ensuring they achieve the expected efficiency and quality improvements.

• You will identify problems early and ensure they are resolved quickly.

• You will be the central point of contact for all AI-related topics within the department.

Project & Stakeholder Management

• You will manage multiple projects in parallel for different stakeholders, keeping track of timelines, priorities, and expectations.

• You will work closely with the Customer Operations teams, understand their pain points, and translate them into concrete AI and automation opportunities.

• You will coordinate collaboration with various cross-functional stakeholders and successfully bring projects to implementation with them.

Operational Excellence

• You will proactively identify inefficiencies and opportunities for process improvement – not only where AI can be applied but also for general processes that can be simplified or optimized.

• You will bring a "think outside the box" mentality, question existing ways of working, and develop new, smarter solutions.

What You Bring:

• Very good German language skills, both written and spoken, are a must-have.

• Proven experience in Operational Excellence (OPEX) in Customer Support and Fraud Operations.

• A good understanding of how AI and automation can be used in an operational environment, e.g., chatbots, intelligent routing, and the development of processes and workflows.

• Experience in managing multiple projects for different stakeholders simultaneously, combined with very good prioritization and organizational skills.

• Experience with the lifecycle of already implemented features and tools – including monitoring, performance tracking, and continuous optimization.

• Very good stakeholder management skills and confidence in collaborating with both operational teams and senior leadership.

• Strong analytical skills and problem-solving competence, as well as creativity to find non-obvious solutions.

• Very good communication skills and a proactive and transparent communication style.

What We Offer:

• A modern, dynamic company culture based on the success of an innovative e-commerce company.

• A talented team of ambitious, like-minded colleagues where your knowledge and ideas can truly make a difference.

• Continuous personal development, supported by an annual training budget of €1,500 that you can invest in your professional growth.

• Trust and personal responsibility – no micromanagement, but genuine trust in your ability to deliver excellent results.

• Flexible work opportunities with a hybrid work model focused on results.

• Unlimited vacation days in addition to your regular annual leave entitlement of 28 days.

• Opportunity for workations abroad through our WorkFlex tool.

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