1&1 | Germany | 56xxx, 76xxx Montabaur, Karlsruhe | Permanent position | Full time / Home office | Published since: 30.06.2026 on stepstone.de
Product Owner - Customer Facing AI (m/f/d)
1&1 is one of the leading telecommunications providers in Germany with over 3,200 employees and nearly 16 million customer contracts. With pioneering spirit, unusual ideas and creative teams, we have won a leading market position in mobile and broadband connections. By combining the over 50,000 km long 1&1 fiber optic network and regional networks, we create Germany's most extensive fibre network. We also build the most modern 5G network in Europe, based on the new Open-RAN technology. With open interfaces and 5G functions in a powerful cloud infrastructure. Our customers are at the heart of our thinking and action. For them we create solutions and values that inspire. Continue the 1&1 success story. Innovative, reliable, passionate and personal experience! Be part of 1&1. .
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Your tasks • Your profile • What we offer
As Product Owner - Customer Facing AI (m/w/d) in the Operations Customer Care Executive Board, you can design AI products that are used directly in customer contact, such as chatbots, voicebots and digital assistants. You are responsible for the technical conception, implementation and continuous development of these customer-facing AI solutions and control requirements, dialogue quality, service content and quality assurance in combination with AI technologies. Together with Customer Care, IT, Technology, UX, Analytics and external partners, you are driving forward the strategic development of our digital customer service.
The place is occupied at our site in Montabaur or Karlsruhe.
You assume product responsibility for AI solutions in direct customer contact, in particular for chatbots, voicebots and other digital assistants in customer care. You will design the digital customer service of tomorrow: understandable, helpful, available at any time and consistently focused on the solution of customer concerns. You develop product vision, roadmap and backlog for customer pricing AI applications and prioritize requirements. You analyse customer concerns, contact reasons, dialogue processes and service processes, and thereby conduct specific optimizations for AI-based customer interactions. You design end-to-end dialogs for chat and voice - from request recognition to targeted queries and solution suggestions to qualified handover to employees. You work closely with Customer Care, IT, UX, Analytics, content managers and external partners to successfully integrate AI products into existing service and process landscapes. You define requirements for prompts, dialogue logics, knowledge content, quality criteria, guardrails and monitoring mechanisms. You control the continuous development of AI solutions based on relevant KPIs. You ensure that AI responses are technically correct, understandable, brand-compliant and regulatoryly clean. You observe technological developments around Generative AI, Conversational AI, Large Language Models, Voice AI and AI Agents and evaluate their benefits for the customer service of 1&1.
You have a completed degree in business information technology, computer science, business management or a comparable discipline that gives you a thorough understanding of technological and business relations. You have several years of experience as Product Owner, Product Manager or in a comparable role, ideally in the context of customer service, digital channels, chatbots, voicebots, self-service or AI products. You consistently think of customer vision and have a strong sense of user experience: You understand how digital dialogues are easily, intuitively, helpful and solution-oriented. You are delighted to translate complex customer concerns into understandable, user-friendly and effective digital solutions. You bring a good understanding of modern AI technologies, especially for AI, Large Language Models, Natural Language Processing, Prompting and data-driven optimization. You can translate professional requirements structured in user stories, acceptance criteria, dialogue concepts and prioritized backlogs. You work safely with KPIs, analyses and user feedback and derive specific product decisions. You have experience in stakeholder management and can communicate between discipline, technology, management and operational customer service. You communicate clearly, bindingly and convincingly, even in complex technical or professional subjects. You have the pleasure not only to design AI applications, but to make them measurably better in real customer contact. You are fluent in the German and English languages in order to be able to act safely in an international environment.
- Attractive salary
- Strong community of team players
- Working hours of confidence with flexible classification and the possibility of working up to 40% mobile
- Numerous training options on- and offline
- Discounts on 1&1 products and for various leisure activities
- In-house restaurant
- Free drinks and fresh fruit
- Jobrad grant
Location
 | 1&1 | |
| Montabaur, Karlsruhe | ||
| Germany |
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