Product Owner Service Resolution & Automation – Customer Service Transformation (m/f/d)

Sixt; München; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

AI at your fingertips

Mobility allowance

Retirement plan & capital-forming

Gym & employee restaurant

Flexible hours & 30 days vacation

Volunteer day

Job summary

Sixt SE seeks a Product Owner for Service Resolution & Automation within Customer Service Transformation. Own the complaint lifecycle, driving automation from capture to resolution and seamless handovers across call centers and stations.

You will lead product vision, leverage AI agents, and align with Engineering, Data Science, and operations to optimize KPIs like time to resolution and automation rate. Expect a fast-paced, collaborative environment with travel opportunities.

Qualifications

• 5+ years in digital Product Management in agile environments (Scrum/Kanban).
• Proven experience in automation and AI for workflows, especially in customer service or operations.
• Integration with core systems and multi-platform workflows.

Responsibilities

• Own the end-to-end product lifecycle from requirements to launch and optimization.
• Design and deliver automated workflows with AI agents that validate complaints and decide outcomes.
• Integrate with rental software and branch systems for seamless handoffs.
• Manage the backlog and agile processes, including user stories, prioritization, UAT, and Scrum ceremonies.
• Monitor KPIs (automation rate, time to resolution, NPS) and run experiments.

Skills

Product management

Agile delivery

Automation & AI

Systems integration

Analytical thinking

Stakeholder communication

Soft skills

Fluent English

Tools

Salesforce

Genesys

Conversational AI

Job description

Product Owner Service Resolution & Automation – Customer Service Transformation (m/f/d)

• Full-time
• Department: Customer Service
• Legal Entity: Sixt SE

Today, handling a customer complaint often means manual, multi-touchpoint processes across the call center, the branch, and other departments. As Product Owner Service Resolution & Automation, you change that. You own the product that captures complaints and works them through to resolution, with the goal of full automation: validating the problem on its own, deciding the outcome in a decision matrix, and resolving the case without manual handovers. Where cases still need people, you make the handover between call center, station, and other teams seamless. You work within our Customer Service Transformation, alongside Software Engineering, Data Science, and operations stakeholders, on top of an ecosystem that includes Salesforce, Genesys, and Conversational AI.

If you enjoy turning complex, manual operational processes into automated products and owning outcomes in a fast-paced environment, this role is for you!

YOUR ROLE AT SIXT

• Complaint capture & processingBuilding on deep knowledge of our rental processes, from booking to return, you own how complaints are captured and processed end to end, including today's manual multi-touchpoint flows across call center, station, and other departments
• Workflow automationYou design and deliver automated workflows with AI agents that independently validate each complaint, decide the outcome based on a decision matrix, and trigger the resolution. Full automation is the goal, manual handling the exception
• System integrationYou integrate with our rental software and branch workflow systems so processes are handed over seamlessly between customer service and frontline operations, with no manual rework or lost context
• Product vision & roadmapYou own the vision and roadmap for Service Resolution & Automation and manage the full product lifecycle, from requirements to launch and continuous optimization
• Performance & experimentationYou monitor KPIs (e.g. automation rate, time to resolution, NPS), run experiments, and make strategic make-or-buy decisions based on market trends
• Backlog & agile deliveryYou manage the backlog and agile processes end to end, including user stories, prioritization, UAT, and Scrum ceremonies, working with stakeholders from service agents and branch staff to C-level

YOUR SKILLS MATTER

• Experience5+ years in digital Product Management in agile environments (Scrum/Kanban), with strong expertise in product discovery and delivery
• Automation & AI Proven experience designing and delivering workflow automation, ideally with AI or agent-based solutions in customer service or operations
• IntegrationSolid understanding of integrating with operational core systems and managing complex, multi-platform, company-wide workflows
• Analytical & process thinkingStrong conceptual and strategic thinking – you quickly grasp complex operational processes, such as rental, branch, or logistics operations, translate them into product requirements, and drive continuous improvement through KPIs
• CommunicationStrong stakeholder management across cultures, time zones, and hierarchical levels, with sound decision-making skills
• Soft skillsYou are pragmatic, curious, and action-oriented, with a positive attitude and strong ownership. Fluent English is required (German is a plus), and you are open to occasional travel

WHAT WE OFFER

• Extra benefits Enjoy discounts on SIXT rent, share, ride and SIXT+, attractive vehicle leasing offers, and exclusive deals with partners for travel, tech, fashion and more
• 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
• Mobility BoostYou will receive a monthly allowance from us as a contribution to your individual mobility
• Future security We contribute to your retirement plan and support you with capital-forming benefits to ensure you are well covered
• Feel-good atmosphere Stay active with our modern SIXT gym, various leisure activities like the gaming area or the SIXT choir, and enjoy our high-quality employee restaurant
• Flexibility Enjoy 30 days of vacation and a hybrid working model with flexible hours
• Giving back Take one day each year to volunteer at a charitable organization dedicated to supporting children

About us:

We are a globally leading mobility service provider with a revenue of €4.3 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 360,000 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 100 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.