AI Experience Lead - Operations
SumUpPayments company
Berlin, GermanySenior
Goldman Sachs
Temasek
Bain Capital Credit
Crestline
Oaktree Capital Management
American Express
Operations & Strategy
About the role
TL;DR
Lead the strategic direction of AI-assisted customer support at SumUp.
- •The AI Experience Lead
- •Operations will define and lead the strategic direction of AI-assisted customer support at SumUp.
- •Key Responsibilities Define and lead the strategic direction of AI-assisted customer support.
- •Own the AI Assistant's core performance metrics and drive improvements.
- •Build and maintain a Quality Assurance framework for AI customer support.
- •Lead, develop, and grow a team of seven analysts.
- •Collaborate with Product, Engineering, and Operations leads.
- •Requirements Proven track record of owning and moving core performance KPIs.
- •Experience leading automation, chatbot, or self-service initiatives.
- •Strong people management skills.
- •Ability to work effectively in a matrix environment.
- •Comfort with ambiguity and fast-moving priorities.
Required skills
Strategic Planning
Nice-to-have skills
NLPCustomer ServiceProject Management
Domain expertise
fintech
Benefits & perks
Equity, Learning & Development budget, Corporate pension scheme, Generous time off, Urban Sports Club subsidy, Kita placement assistance, Subsidised office lunches, Break4me, Referral Bonus