Senior Product Manager Customer Service (m/f/d)

Eventim USA Llc; Deutschland; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

30 days vacation

Flexible hours

Ticket discounts

Bike leasing

Mental health program

Language learning platform

Lunch & Learn sessions

Zusammenfassung

Eventim invites a Senior Product Manager for Customer Service to lead the evolution of our digital support experience across markets, building scalable self-service, automation, and agent tooling. You will partner with Operations, Data, and Engineering to translate pain points into measurable product improvements, define KPIs, and drive AI-enabled capabilities such as conversational self-service.

This high‑impact role blends customer experience, operations, and AI to help millions of fans

Qualifikationen

• 5+ years of experience in Product Management.
• Strong ownership mindset with cross-functional delivery.
• Experience managing customer-facing digital products in Agile teams.
• Excellent stakeholder management and communication skills.
• Fluent English; German language skills are a strong advantage.

Aufgaben

• Lead product strategy and roadmaps for customer self-service and support tooling.
• Translate customer pain points into scalable product improvements and automation opportunities.
• Define and monitor customer service KPIs to guide prioritization and impact.
• Explore AI-enabled service capabilities including conversational self-service and intelligent routing.

Kenntnisse

Product management

Data-driven decisions

Stakeholder management

English fluency

German language (advantage)

Jobbeschreibung

As Senior Product Manager Customer Service (m/f/d), you will drive the evolution of EVENTIM’s digital customer service experience by building scalable self-service and support solutions across multiple markets. In close collaboration with Operations, Data, and Engineering, you will help customers resolve requests more efficiently, enable smarter and more scalable service operations, and shape a modern, data-driven, and AI-enabled service experience for millions of fans.This is a high-impact role at the intersection of customer experience, operations, automation, and AI, with the opportunity to shape how millions of fans receive support before and after live entertainment experiences.**Your challenge:*** Lead the product strategy and roadmap for customer self-service, service automation, and customer support tooling.* Translate customer pain points, service demand drivers, root causes of customer contacts, and operational inefficiencies into scalable product improvements and automation opportunities.* Drive measurable improvements in customer service efficiency, service quality, and operational transparency through workflow optimization and platform capabilities.* Define and monitor customer service KPIs to increase transparency, guide prioritization, and measure product impact.* Prioritize product initiatives based on customer impact, operational value, scalability, and business goals.* Balance customer-facing self-service experiences with internal tooling that improves agent efficiency and service quality.* Explore and deliver AI-enabled service capabilities, including conversational self-service, intelligent routing, agent assist, knowledge retrieval, automated case handling, and service demand prediction.* Partner closely with Operations, Data, and Engineering to deliver scalable, reliable, and maintainable product solutions.**What you’ll need:*** 5+ years of experience in Product Management.* Strong ownership mindset with the ability to advocate for product priorities and drive execution across cross-functional and dependent teams.* Proven experience managing customer-facing digital products in agile product organizations.* Strong analytical and data-driven decision-making skills, including defining and tracking product KPIs.* Excellent stakeholder management and communication skills across technical and business teams.* Strong process understanding with the ability to connect customer journeys, operational workflows, and service demand drivers.* Fluent English is required; German language skills are a strong advantage. **Benefits*** 30 days of paid vacation plus the option of up to 15 days of unpaid leave* 25 days of workation within the EU* Flexible working hours* Sofa Concerts and employee events* Discounts on ticket purchases & opportunities for clearing assignments* Corporate benefits and discounts at KESS* Central location & subsidy for a Job Ticket or Germany Ticket* Bike leasing* Mental health program & company pension scheme* “GoFluent” language learning platform as well as Lunch & Learn sessions We value diversity and treat all applications equally – regardless of gender, background, age, religion, disability, or sexual orientation. Different perspectives enrich our team and make EVENTIM stronger.