AI Experience Lead - Operations

**AI Experience Lead - Operations** at SumUp in Berlin, Germany **What you'll do** - Define and lead the strategic direction of AI-assisted customer support - Own the AI Assistant's core performance metrics and drive improvements - Build and maintain a Quality Assurance framework for AI customer support - Lead, develop, and grow a team of seven analysts across conversation design, QA, and content **What they're looking for** - Proven track record of owning and moving core performance KPIs in customer support - Experience leading automation, chatbot, or self-service initiatives - Strong people management skills with experience leading small-to-mid-sized teams - Ability to work effectively in a matrix environment and influence stakeholders **Details** - Location: Berlin, Germany, Germany - Type: Full-time - Salary: null