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 through our newest brands Freiheit+ and Traumhausverlosung, which make fresh and exciting dreams a 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 towards a common purpose: helping people recognize and achieve their dreams.

About the Role

We are looking for a Customer Operations AI & Automation Manager (f/m/d) who will be responsible for the AI agenda within Customer Operations. You will be the driving force in 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 has a passion for 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 Responsibilities:

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 yourself and, together with Customer Support and Payments, Fraud & Verification, develop concrete use cases for AI chat and AI email agents

• 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 possibilities

• 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 just where AI can be used, but also in 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 corporate 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 autonomy – no micromanagement, but genuine confidence in your ability to deliver excellent results.

• Flexible work arrangements with a hybrid working model focused on results.

• Unlimited vacation days in addition to your regular annual leave entitlement of 30 days per year.

• Opportunity for workations abroad through our WorkFlex tool.

• A monthly mobility allowance of €30 that you can use for the means of transport of your choice (e.g., the Deutschlandticket), as well as access to a bicycle leasing program.

• Company pension plan in cooperation with Degura to secure your financial future.

• Subsidized EGYM WELLPASS membership – you pay only €25 per month and gain access to numerous gyms and sports facilities throughout Germany.

• Monthly company events as well as regular team activities and informal gatherings – especially popular: our free lunches from Monday to Thursday at the office!