Process Manager Automation and AI Customer Service (m/f/d)

Recording and evaluating actual processes in customer service as well as identifying optimization, digitization and automation potentials in cooperation with the departments Identification, assessment and prioritization of automation projects including the creation of decision bases, economic considerations and business cases Development, implementation and continuous development of automation with Microsoft technologies, as well as RPA solutions to enhance efficiency, service quality and customer satisfaction. Conception, piloting and implementation of AI solutions, AI agencies and voicebots to ensure user-oriented and responsible application Definition of relevant KPIs as well as monitoring, measurement of success and tracking of the effects of automation and AI solutions achieved Control and coordination of external service providers, ensuring uniform standards and documentation, testing and handover in stable operation Contact persons for specialist areas, IT and digitalization, promotion of an automation culture and participation in the development of an Automation & AI Competence Center in customer service

Complete study of (economic) informatics, digital business management or comparable qualification with relevant practical experience Ideally multi-year experience in process automation, digitization projects, RPA or AI applications Very good process understanding as well as knowledge in BPMN, lean methods and customer service processes Experience with Microsoft 365, Power Automate and Copilot Studio, ideally complemented with knowledge of data models, interfaces and APIs Analytical and conceptual skills as well as experience in the assessment of economic and potential benefits High technology affinity, readiness for learning and a pragmatic, solution-oriented approach Representative communication, moderation and consulting skills as well as an independent and result-oriented way of working.

Culture: Friendly working atmosphere and open-minded, supportive interaction Regionality: Regional enterprise with resource-oriented action Financial security for now and in the future: Attractive and industry standard remuneration, full 13. Monthly salary, cash benefits and an energy cost subsidy. We will provide you with an occupational pension scheme later Balance: 30 vacation days, various special exemptions, flexible working hours in the form of sliding time – usually – between 06:00 and 18:00 at a 5-day week from Monday to Friday. Individual part-time models and mobile work Editing: Individual and Structured Insertion Phase for Best Start Training: We offer you a long-term perspective for your personal and professional development through our digital learning platform as well as internal and external training opportunities Mobility: Free staff parking for bicycles and cars, free charging for your e-car during working hours, a grant to the German ticket and good transport connection with the ÖPNV Health: Own sickness fund for short and uncomplicated ways also for your family. Accident insurance, grants for e.g. visual aids, discounted food from the in-house canteen Company events: summer parties, Christmas parties, team events, because we like to spend time together Corporate Benefits: Special conditions for well-known brands from all areas of life for our employees