AI & Automation Specialist (m/w/d)

Skip to main contentEnglishEnglishBack to all jobsAI & Automation Specialist (m/w/d)Karlsruhe, HybridFull-timePermanent employeeApply for this jobAboutChrono24 is the world's leading online marketplace for luxury watches, connecting buyers and sellers from over 80 countries. We're a fast-growing international tech company headquartered in Karlsruhe, Germany, with a passionate team that puts our customers first every single day. Join us and be part of something unique. As AI & Automation Specialist in the Operations department at Chrono24, you own how AI shows up across our entire support and operations organization. You sit inside the Operations team, work across our Tier 1, 2 and 3 support colleagues and other back-office units such as Fraud Prevention or Transactions — and you are responsible for turning AI from a set of promising tools into measurable operational impact. You are not building the platforms from scratch; our Tech team owns the integrations and infrastructure. What you own is the roadmap: what we automate, in what order, to what standard, and how we prove it worked. Our customer support chatbot is your first and most visible initiative — but your mandate goes well beyond it. Wherever there's a repetitive workflow, a queue that could be smarter, or a decision AI could support, you're the person who spots it, scopes it, briefs Tech clearly, and drives it into production. You won't do this alone. You have active backing from our Transformation Program, Operations leadership, and the team leads across every operational unit — they help you surface opportunities, unblock the work, and land change on the floor.  You'll join at a strong moment: the operational foundation is in place and there's a clear runway for the right person to take ownership and push AI across the whole department. This role is ideal for someone who is operationally grounded, technically curious, and genuinely excited about making AI useful in a real, high-stakes support environment — at portfolio scale, not just on a single bot.What you can expectOwn the AI roadmap for Operations — identify, prioritize, and sequence automation and AI opportunities across every operational team, from customer support to back office.Take our customer support chatbot from a working deployment to a best-in class automation engine — conversational flows, prompts, fallback logic, escalation paths, containment and deflection, and the knowledge base that feeds its retrieval layer.Hunt for the next use case — continuously analyze conversations, tickets, and processes across teams to find where AI can remove effort, cut handling time, or sharpen a decision, and turn those findings into scoped, prioritized initiatives.Design and run structured experiments — define hypotheses, ship changes, measure impact, and eliminate what doesn't work.Partner with Tier 1, 2, and 3 support and our back office teams to make sure every AI initiative reflects how Chrono24 actually handles cases.Translate operational requirements into clear technical briefs for Tech — you're the bridge between what the floor needs and what gets built.Own the standards — prompt quality, guardrails against hallucination, knowledge governance, and how we evaluate AI outputs before they ever touch a customer.Define, monitor, and report the KPIs that matter — containment rate, deflection,CSAT, escalation rate, hallucination/error rate, and cost-to-serve — with a clear line to Operations leadership.Be the go-to subject-matter expert on applied AI for Operations and adjacent teams, and keep our internal documentation sharp.What sets you apart3+ years in customer operations, support, or a closely adjacent role — you understand queues, SLAs, escalation paths, and what good operations actually look like at scale.Hands-on experience deploying and improving AI or automation in a real operational context — not just experimenting, but shipping, measuring,...