Product owner service resolution and quality

YOUR ROLE AT SIXT

• You own end-to-end complaint handling and regulatory workflows across all markets, ensuring a consistent, high-quality customer resolution experience across all channels.
• You define and drive the product vision for QA tooling, coaching cycles, and knowledge lifecycle management, translating quality insights, audit findings, and regulatory changes into actionable improvements.
• You design and implement seamless customer and agent workflows, leveraging automation and cutting-edge technologies in collaboration with Software Engineering, Data Science, and Digital Experience teams.
• You manage the roadmap and product implementation for Service Resolution and Quality, overseeing the full product lifecycle from requirements to launch and continuous optimization of complex, company-wide workflows.
• You own product performance and experimentation, monitoring KPIs (e.g. NPS, automation levels, time to resolution), driving improvements, and making strategic make-or-buy decisions based on market trends.
• You manage the product backlog and agile processes end-to-end, including user stories, prioritization, UAT, Scrum ceremonies, and close collaboration with stakeholders from service agents to C-level.

YOUR SKILLS MATTER

• You bring 5+ years of experience in digital Product Management in agile environments (Scrum/Kanban), with strong expertise in product discovery and delivery and scaling product teams.
• You have proven experience designing and managing complex, multi-platform and company-wide workflows, ideally within customer service environments.
• You have knowledge of complaint handling, quality assurance, and knowledge management processes, with experience in automating workflows being a strong plus.
• You excel in stakeholder management across cultures, time zones, and hierarchical levels, with strong communication and decision-making skills.
• You combine strong conceptual, analytical, and strategic thinking with a structured, self-driven, and results-oriented mindset focused on continuous improvement through KPIs.
• You are pragmatic, curious, and action-oriented, with a positive attitude, strong ownership, fluency in English (additional languages like German are a plus), and flexibility for occasional travel.

WHAT WE OFFER

• Generous Time Off: Enjoy 28 days of vacation, an additional day off for your birthday, and 1 volunteer day per year.
• AI at your fingertips: From day one, you'll have access to Claude by Anthropic and SIXTgpt, SIXT's own AI platform, to supercharge your work.
• Work-Life Balance & Flexibility: Benefit from a hybrid working model, flexible working hours, and no dress code.
• Great Employee Benefits: Access discounts on SIXT rent, share, ride, and SIXT+, along with partner discounts.
• Training & Development: Participate in training programs designed for your personal growth and development.
• Health & Well-being: Private health insurance to support your well-being.
• Additional Perks: Enjoy the Coverflex advantage system to enhance your employee experience.

About us:

We are a globally leading mobility service provider with a revenue of €4.00 billion and around 9,000 employees worldwide.