Senior Product Owner, Support Platform – AI

Job not on LinkedIn

🔥 0 minutes ago

🌐 Germany, Italy, +2 more countries – Remote

🇩🇪 Germany – Remote 🇮🇹 Italy – Remote 🇵🇹 Portugal – Remote 🇪🇸 Spain – Remote

⏰ Full Time

🟠 Senior

🤖 AI Engineer

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 84 days.
• No salary listed.

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Jimdo

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

⚖️ Legal

💰 Venture Round on 2015-06

Consulting • Marketing • Legal

Jimdo is a technology company that empowers self-employed small business owners by providing a suite of tools designed to help them start, grow, and manage their businesses. Founded in 2007, Jimdo offers a website builder, online store, logo creator, legal text generator, CRM, and SEO services, aimed particularly at microbusinesses. With a mission to support the backbone of the global economy, Jimdo has created over 32 million websites and continues to develop products that simplify business management for entrepreneurs.

📋 Description

• Set the vision for the support platform and AI with the Head of Customer Support Services • Translate the vision into a roadmap, business case, and measurable results • Lead, coach, and grow a team of Zendesk and AI specialists • Bring specialists and engineers together around one backlog and clear quarterly outcomes • Own chatbot, Zendesk AI agent, and Copilot performance • Define and measure quality standards for AI answers • Disable AI functionality that does not help customers • Improve routing, user identification, and self-service entry points • Review support tickets and listen to chats to identify customer and agent pain points • Build written business cases for major initiatives • Own cost to serve and compare results against forecasts • Turn support insights into evidence for product teams to fix problems at the source • Deliver a unified backlog and outcome roadmap within the first three months • Deliver and report the first quarterly outcome within the first six months

🎯 Requirements

• 5+ years as a Product Owner or Product Manager • Experience ideally including support, CX, service, or internal platform products • Shipped AI or chatbot features in production, with demonstrated metric, baseline, and result • Ability to explain product decisions in commercial terms, including cost, savings, effects, and forecast learnings • Experience managing people and leading people across departments • Ability to perform analysis with SQL or BI tools • Ability to design and interpret experiments independently • Clear point of view on a good support experience • Fluent English for everyday work • Hands-on experience with Zendesk or similar tools such as Intercom or Salesforce Service Cloud, including AI agents, routing, and automations • Experience using support insights to influence a product team's roadmap • German language skills are a nice-to-have • Must be currently located in a country within the EU • Must be eligible to work within the EU

🏖️ Benefits

• Fully remote work set-up with opportunities for in-person collaboration • Flexible working hours • Company-wide access to LinkedIn Learning and curated learning paths • Flat hierarchies and swift decision-making processes • Annual compensation reviews • Remote office set-up bonus • Employee assistance program with resources and counseling • Up to three free Jimdo websites for personal or professional projects • Equal opportunity and inclusive workplace

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