Senior Product Owner, Support Platform & AI
New
J
JimdoCustomer support technology
Location: Germany
Secondary Locations: Italy, Portugal, Spain
Workplace: RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Fluent English for everyday work; German language skills are a nice to have.
- Experience
- 5+ years as a Product Owner or Product Manager
- Required Skills
- SQLArtificial IntelligenceProduct ManagementZendesk
Requirements
- Have 5+ years of experience as a Product Owner or Product Manager.
- Have experience with support, CX, service, or internal platform products; this is preferred.
- Have shipped AI or chatbot features in production and be able to describe the metric moved, its baseline, and the result.
- Explain product decisions in commercial terms, including cost, savings, effects, and lessons from inaccurate forecasts.
- Have managed people and led people outside your reporting line; cross-department experience is preferred.
- Use SQL or BI tools to conduct your own analysis.
- Design and interpret experiments without waiting for an analyst.
- Have a clear point of view on what constitutes a good support experience.
- Be fluent in English for everyday work.
- Zendesk or a similar tool such as Intercom or Salesforce Service Cloud is a nice to have, including experience with AI agents, routing, and automations.
- Experience using support insights to influence a product team's roadmap is a nice to have.
- German language skills are a nice to have.
Responsibilities
- Set the support platform and AI vision with the Head of CSS and turn it into a roadmap, business case, and results.
- Lead, coach, and grow the team, bringing specialists and engineers together around one backlog and clear quarterly outcomes.
- Own the performance of the chatbot, Zendesk AI agents, and Copilot; define and measure AI answer quality and switch off what does not help customers.
- Improve routing, user identification, and self-service entry points so customers reach answers faster.
- Review tickets and chats and spend time with customers and support agents to identify where people get stuck.
- Build written business cases for larger work, own cost to serve, and compare results with forecasts.
- Turn support learnings into evidence that helps product teams fix problems at the source.
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