Senior Project Manager (m/f/d) AI in Customer Service

We are looking for a

Senior Project Manager - AI in Customer Service (m/f/d)

(unlimited, full-time) to join our team at our Berlin or Münster locations to build the next generation of fintech.

Your key responsibilities will be: 

• Manage end-to-end execution of AI-driven projects, including Parloa Voicebot deployments, enhancements, and expansions.
• Ensure projects are delivered on time, within scope, on budget, and aligned with strategic objectives.
• Manage cross- functional project teams and stakeholders, establish governance, and drive AI initiatives by diving deep into business processes to continuously refine customer service solutions.
• Pilot and scale AI initiatives in customer service, such as Parloa Voicebot Rollouts, self-service enhancements, and conversational AI expansions.
• Identify potential risks in AI deployments (technical, legal, operational) and implement mitigation strategies.
• Monitor project-specific KPIs, ensuring that AI deployments are meeting the planned impact.
• Standardize project documentation in Confluence, Jira, and internal AI governance repositories.

What you bring on the journey: 

• Strong project management experience (Agile, Waterfall, or Hybrid methodologies).
• Experience in AI-powered automation, voicebots, or chatbot projects.
• Familiarity with Parloa or similar conversational AI platforms (preferred but not mandatory).
• Proven ability to coordinate multiple stakeholders across business, IT, and external partners.
• At least 5 years of project management experience, preferably in financial services, IT and Operations.
• PMP, PRINCE2, or Agile certification (preferred but not mandatory).
• Fluent in English and German, with the ability to confidently lead meetings, facilitate workshops, and communicate complex topics across diverse stakeholder groups. 
• Knowledge of legal & compliance considerations in AI-driven customer service solutions.

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