Senior AI & Automation Expert

Zalando
Germany, United Kingdom
Workplace: HybridFull timeFunction: Data Science & Machine LearningSkills: ["Leadership","Coaching","Collaboration","Stakeholder management","Customer-centric mindset"]

Lead Enablement & Service Automation in Customer Enablement, transforming support operations into an automation-first, proactive service engine. You’ll manage and coach a multidisciplinary team, define and drive the unified product and AI roadmap, and establish a governed knowledge foundation for scalable self-service. Own customer journey mapping across onboarding and support, and build end-to-end transparency across support cases to improve predictive performance and operational efficiency.

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FursaFursa
Zalando
Zalando
3 days ago

Senior AI & Automation Expert

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Last checked: 18 hours agoStatus: Live

Job Summary

Lead Enablement & Service Automation in Customer Enablement, transforming support operations into an automation-first, proactive service engine. You’ll manage and coach a multidisciplinary team, define and drive the unified product and AI roadmap, and establish a governed knowledge foundation for scalable self-service. Own customer journey mapping across onboarding and support, and build end-to-end transparency across support cases to improve predictive performance and operational efficiency.
Location: Germany, United Kingdom
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Manager level

Key Responsibilities

  • •Lead and coach a cross-functional team to shift operations from reactive to a structured, automation-first model.
  • •Define, prioritize, and drive the strategic product and AI roadmap for enablement, maximizing customer value.
  • •Establish a governed knowledge foundation as a single source of truth to enable scalable self-service and automation.
  • •Map customer and partner interactions across Customer Operations to ensure smooth onboarding and support journeys.
  • •Create end-to-end transparency across support cases and root causes to improve steering and predictive performance.

Pay and Benefits

Perks:EquityHybrid WorkingPaid LeaveGym MembershipRelocationCounseling SupportHealth Insurance

Key Requirements

  • •Proven experience leading and coaching multidisciplinary teams, including upskilling individuals and shifting team paradigms.
  • •Implemented AI-assisted self-service capabilities in operations or product ecosystems.
  • •Ability to translate high-level strategies into actionable roadmaps and daily execution plans.
  • •Strong understanding of modern service environments and how to implement customer self-service solutions.
  • •Passion for improving customer journeys and defining service standards with the customer experience at the core.
Skills:LeadershipCoachingCollaborationStakeholder managementCustomer-centric mindset

Company Brief

Zalando
Zalando operates a leading European online marketplace for fashion and lifestyle products, offering clothing, shoes and accessories from international brands and local labels, plus logistics and marketing services to partner brands and retailers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2008
WebsiteLinkedIn