Digital CS Operations Manager (m/f/d)

Digital CS Operations Manager (m/f/d) City: LisbonDepartment: Customer Service Recruiter: Tetiana Bykutina Apply for Job Share Job At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.   Flix is reshaping how customers get help, moving towards AI-driven resolution across every channel, language, and market. As Digital CS Operations Manager (m/f/d), you sit at the center of that shift, owning the conversational AI systems that are changing what Customer Service looks like for millions of passengers. You bring operational depth and a hands-on approach to configuring, optimizing, and iterating on live systems with the same rigor an engineer brings to code. You translate what you see on the ground into smarter, faster, more reliable automation, directly reducing customer effort and raising the bar for AI-powered service at scale.   About the Role Operational ownership: Own and operate conversational AI systems E2E in production, deploying and optimizing flows across chat and voice, managing knowledge bases, intent routing, escalation logic, and all platform-configurable AI changes  Performance monitoring and improvement: Monitor resolution performance by language, channel, and contact reason across every market; continuously improve auto-resolution rates, accuracy, and customer effort scores using dashboards and metrics to identify gaps, surface anomalies, and drive targeted improvements based on the strategic direction set by the CS Design and Digital Solutions Lead  Prompt management: Own prompt management and iterative optimization as a core discipline; iterate on LLM behavior in production to improve accuracy, consistency, and reliability across live systems  Experimentation and iteration: Execute A/B tests, prompt optimizations, flow adjustments, and routing improvements within the platform; contribute with operational insights for journey redesign and new automation use cases  Cross-functional collaboration: Partner with the CS Design and Digital Solutions Lead and AI Product Lead on discovery and prioritization; surface operational findings clearly to Business, Tech, and Product teams and execute on agreed priorities  AI integration: Integrate AI tooling into daily workflows to train, maintain, and continuously improve the live digital workforce; stay ahead of evolving AI capabilities, from fine-tuning LLM behavior today to operating increasingly autonomous agents tomorrow  Quality assurance: Act as the quality and release gate for all platform-configurable AI changes, ensuring consistency, accuracy, and readiness before rollout; partner with the AI Product Lead on engineering-level changes About You Operations and automation experience: 2–3+ years of experience in operations, automation, digital delivery, or similar roles, ideally within customer service or customer experience environments Conversational AI expertise: Hands-on experience working with conversational AI systems (chatbots and/or voicebots), automation platforms, and/or no-code/low-code solutions in live production environments LLM understanding: Strong understanding of Large Language Models (LLMs), including their capabilities, limitations, and practical applications in operational contexts Analytical mindset: Strong analytical and problem-solving skills, comfortable interpreting performance data, identifying optimization opportunities, and translating insights into actionable improvements Prompt optimization skills: Experience working with prompts and AI behaviors in production environments, with a structured and iterative approach to improving performance and consistency Cross-functional collaboration: Excellent communication and stakeholder management skills, comfortable working across Business, Operations, Product, and Tech teams in fast-paced environments Execution...