Product Owner Service Resolution and Quality - Customer Service Transformation (m/f/d) position at Sixt.| Portugal

_{2026-05-12T11:52:34.148Z} bot

Sixt Product Owner Service Resolution and Quality - Customer Service Transformation (m/f/d)

Experience: 5-years

Pattern: Full-time

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Lisbon....Portugal

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Job DescriptionAs part of our Customer Service Transformation, you take ownership of the Service Resolution and Quality product, operating within a technologically advanced omnichannel ecosystem including Salesforce, Genesys, and Conversational AI systems. You design and deliver seamless, high-quality resolution experiences by managing end-to-end complaint handling, quality assurance, and knowledge management workflows across all markets. You collaborate closely with cross-functional teams and stakeholders at all levels, ensuring your product drives measurable improvements in customer satisfaction, operational efficiency, and compliance. If you enjoy building complex products, driving quality at scale, and owning outcomes in a fast-paced environment, this role is for you!YOUR ROLE AT SIXTYou own end-to-end complaint handling and regulatory workflows across all markets, ensuring a consistent, high-quality customer resolution experience across all channels.You define and drive the product vision for QA tooling, coaching cycles, and knowledge lifecycle management, translating quality insights, audit findings, and regulatory changes into actionable improvements.You design and implement seamless customer and agent workflows, leveraging automation and cutting-edge technologies in collaboration with Software Engineering, Data Science, and Digital Experience teams.You manage the roadmap and product implementation for Service Resolution and Quality, overseeing the full product lifecycle from requirements to launch and continuous optimization of complex, company-wide workflows.You own product performance and experimentation, monitoring KPIs (e.g. NPS, automation levels, time to resolution), driving improvements, and making strategic make-or-buy decisions based on market trends.You manage the product backlog and agile processes end-to-end, including user stories, prioritization, UAT, Scrum ceremonies, and close collaboration with stakeholders from service agents to C-level.YOUR SKILLS MATTERYou bring 5+ years of experience in digital Product Management in agile environments (Scrum/Kanban), with strong expertise in product discovery and delivery and scaling product teams.You have proven experience designing and managing complex, multi-platform and company-wide workflows, ideally within customer service environments.You have knowledge of complaint handling, quality assurance, and knowledge management processes, with experience in automating workflows being a strong plus.You excel in stakeholder management across cultures, time zones, and hierarchical levels, with strong communication and decision-making skills.You combine strong conceptual, analytical, and strategic thinking with a structured, self-driven, and results-oriented mindset focused on continuous improvement through KPIs.You are pragmatic, curious, and action-oriented, with a positive attitude, strong ownership, fluency in English (additional languages like German are a plus), and flexibility for occasional travel.WHAT WE OFFERGenerous Time Off Enjoy 28 days of vacation, an additional day off for your birthday, and 1 volunteer day per yearAI at your fingertips From day one, you'll have access to Claude by Anthropic and SIXTgpt, SIXT's own AI platform, to supercharge your work. We invest in every team member's AI journey: encouraging experimentation, building knowledge, and making sure you're ahead of the curveWork-Life Balance & Flexibility Benefit from a hybrid working model, flexible working hours, and no dress codeGreat Employee Benefits Access discounts on SIXT rent, share, ride, and SIXT+, along with partner discountsTraining & Development Participate in training programs designed for your personal growth and developmentHealth & Well-being Private health insurance to support your well-beingAdditional Perks Enjoy the Coverflex advantage system to enhance your employee experience

Product Owner Service Resolution and Quality - Customer Service Transformation (m/f/d) job opportunity at Sixt.

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