AI Strategy & Execution Manager, Customer Service

AI Strategy & Execution Manager, Customer Service

mobile.de is Germany’s largest vehicle marketplace, boasting over 1.6 million listed cars, commercial vehicles, motorcycles, and e-bikes. Serving both private customers and registered dealers, the platform attracts more than 120 million visits per month. As a “one-stop shop,” mobile.de provides comprehensive services including buying, selling, financing, and leasing solutions. Established in 1996, mobile.de operates as a subsidiary of Adevinta, a global leader in online classified portals.

Based in Berlin-Charlottenburg, we cultivate a dynamic environment where growth, learning, and collaboration are fundamental. If you are driven by a desire to disrupt, passionate about teamwork, and excited to shape the future of mobility, we encourage you to connect with us.

mobile.de is committed to diversity as an equal opportunity employer, and we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

What We Offer

Meaningful Work: Join a diverse, international, highly skilled, and passionate team dedicated to a world of shared resources and reduced waste. Every day presents the opportunity to significantly impact our users and customers, while shaping the future of mobility.

Embracing AI: We are at the forefront of integrating cutting-edge AI technologies into our operations. As part of mobile.de, you will engage with and learn about advanced AI tools, contributing to projects that leverage AI to enhance efficiency, improve customer experiences, and advance our mission. Our AI-first mindset fosters a culture of continuous learning and experimentation, empowering our team to explore and apply AI in meaningful ways for both the company and their personal development.

Growth and Development: As a global organization, we deeply believe in nurturing our people. To support this, we provide extensive development and training opportunities, along with a dedicated budget for our team members.

Connection and Inclusion: Our culture is our unifying force. We prioritize meaningful connections and strive to create an inclusive atmosphere through numerous opportunities for interaction, both in daily work and via social team activities, online and offline.

About The Role

What you’ll do & Who you are

At mobile.de, we are rapidly scaling AI across Customer Service, encompassing Voice AI, Chat AI, and Email AI, to deliver swift and measurable customer and operational impact. As our new AI Strategy & Execution Manager, Customer Service, you will take end-to-end ownership of this transformation: from developing the strategy and roadmap to planning, implementation, rollout, and continuous improvement.

A critical component of this role involves functional leadership and coaching of an existing team member, fostering long-term internal capability while accelerating delivery.

What you’ll do

• Own the AI strategy & roadmap for Customer Service: identify and prioritize use cases, define outcomes, and align scope, timelines, and dependencies.
• Lead execution end-to-end: drive initiatives from discovery/design through implementation, rollout, and hypercare—ensuring speed and quality.
• Set up and run governance: establish decision forums/steering cadence, status reporting, and RAID management (risks/assumptions/issues/dependencies).
• Drive cross-functional delivery: align and coordinate CS Operations, IT/Engineering, Data/Analytics, Product, Legal/Compliance, and Security.
• Manage partners/vendors (if applicable): steer delivery performance and ensure reliable outcomes.
• Enable adoption & operational readiness: rollout planning, change communication, training, SOPs, escalation paths, and quality standards.
• Measure performance and improve continuously: build and run a KPI framework (incl. deflection rate) and own a structured iteration/action plan post go-live.
• Coach and lead functionally: mentor the existing colleague on project/program management, stakeholder communication, and structured execution; help them grow into bigger ownership.

What You Bring

• Several years of experience in program/project management and/or transformation delivery in complex, cross-functional environments (ideally Customer Service / CX).
• Proven ability to plan and implement initiatives end-to-end (not only strategy or coordination).
• Strong stakeholder management skills; able to create clarity, alignment, and momentum under time pressure.
• Data- and outcome-driven mindset; confident steering impact via KPIs and performance monitoring.
• Experience with AI/automation in service is a plus (e.g., conversational AI, LLM-enabled workflows, knowledge automation).
• Business fluent German (minimum C1) and English.

Nice To Have

• Experience with Salesforce Service Cloud and ideally Agentforce / Salesforce AI capabilities.
• Familiarity with contact center ecosystems (routing/CTI/voice, QA, knowledge management, analytics).

What Success Looks Like

• A clear AI roadmap is delivered fast and reliably, supported by strong governance and stakeholder alignment.
• Deflection rate increases while service quality (e.g., CSAT/FCR) is maintained or improved.
• Go-lives are smooth, adoption is strong, and operations are stable post-launch.

Benefits

Working at mobile.de comes with its perks! Enjoy the following benefits (some of many):

• Rewards: competitive base salary and participation in the company’s incentive programs.
• Plan for the Future: On top of the statutory retirement insurance, we offer a competitive company pension scheme.
• Team-Building: Regular team and company events offer the opportunity to network and learn from each other.
• Learning & Development: Keep growing with access to coaching, learning platforms and resources.
• Mobility: Stay mobile with a monthly transportation allowance.
• Enjoy working: Our well‑equipped office supports focused work and teamwork - plus inviting social zones where colleagues can relax and connect.
• Flexible working: a hybrid approach with the option to work abroad for a set number of days per year.
• Wellbeing: confidential employee assistance and support services available to employees and their immediate families.
• Family support: enhanced parental leave and family‑friendly policies to support all parents and careers.

Key skills/competency

• AI Strategy
• Customer Service
• Program Management
• Stakeholder Management
• Data Analysis
• KPI Frameworks
• Change Communication
• Vendor Management
• Operational Readiness
• Conversational AI