Customer Service Innovation Manager – Automation & AI Solutions

We are seeking a forward-thinking Customer Service Manager to manage our online support operations. This role focuses on innovation enhancing customer experience through AI-driven tools, automation solutions, and continuous quality improvement for a future-proof and highly efficient customer support approach. The ideal candidate will be passionate about leveraging technology to deliver efficient, scalable, and high-quality customer service across online channels.

Key Responsibilities

• Oversee and optimize online customer support channels (chat, email, social media, self-service portals)
• Implement, manage and optimize AI-powered support tools (e.g., chatbots, virtual assistants, voice of the customer and sentiment analysis)
• Drive automation initiatives to streamline workflows and reduce response times
• Monitor and improve service quality metrics (CSAT, NPS, resolution time, first contact resolution)
• Collaborate with IT and product teams to integrate support solutions with CRM and backend systems
• Collaborate with Product Management to integrate support solutions with frontends (e.g., App, Website, etc.)
• Analyse customer feedback and support data to identify trends and improvement opportunities
• Analyse general market trends and competitors’ approach to make customer service scalable
• Train customer service team in working with new AI-features and reports
• Ensure compliance with data privacy and AI ethics standards
• Prepare performance reports and present insights to senior leadership

Required Skills & Qualifications

• Proven experience in customer service management in digital or tech-driven environments
• Strong understanding of AI tools and automation platforms
• Familiarity with CRM systems and customer analytics dashboards
• Excellent communication, coaching, and problem-solving skills
• Ability to manage cross-functional projects and drive change
• Bachelor’s degree in Business, IT, Communications, or related field (Master’s preferred)

Preferred Extras

• Certifications in AI, automation, or customer experience
• Experience with multilingual support and global service operations
• Knowledge of machine learning, NLP, or predictive analytics in customer service

IONITY is a joint venture of the car manufacturers BMW Group, Ford Motor Company, Hyundai Motor Group, Kia, Mercedes-Benz AG and Volkswagen Group with Audi and Porsche, along with BlackRocks Climate Infrastructure Platform as financial investor.