Project Manager - Customer Operations AI & Automation (f/m/d)

Project Manager - Customer Operations AI & Automation (f/m/d) in Germany

ZEAL Network is seeking a senior-level IT professional for a Project Manager - Customer Operations AI & Automation (f/m/d) role based in Germany. As Germany's largest online lottery provider with brands like LOTTO24 and Tipp24, ZEAL relies on its team of over 350 experts to drive innovation and shape the future of the lottery industry.

In this hands-on, cross-functional position within the central Operational Excellence team, you will own the AI agenda for Customer Operations. You will collaborate closely with Customer Support as well as Payments, Fraud & Verification teams to make processes faster, smarter, and more scalable.

What you will do

• Manage the full lifecycle of AI features within Customer Operations, covering initial ideas, business cases, implementation, ongoing monitoring, and optimization.
• Develop concrete use cases for AI chat and email agents, actively participating in early-stage implementation alongside operational teams.
• Track performance and troubleshoot issues to ensure implemented features meet quality and efficiency goals.
• Handle multiple projects in parallel, aligning timelines, priorities, and cross-functional stakeholders while translating operational pain points into automation solutions.
• Identify general process inefficiencies and champion smarter, out-of-the-box working methods.

Requirements

Candidates must hold a Bachelor's degree and bring five or more years of relevant experience. Essential qualifications include fluent written and spoken German, alongside proven expertise in operational excellence within customer support and fraud operations. Salary for this position is market competitive.