AI & Automation Specialist (m/w/d)

About

Chrono24 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 expect
• Own 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 apart
• 3+yearsincustomeroperations, support, oracloselyadjacentrole—youunderstandqueues, SLAs, escalationpaths, andwhatgoodoperationsactuallylooklike atscale.
• Hands‑onexperiencedeployingandimproving AIorautomationin a real operationalcontext— not justexperimenting, butshipping, measuring, anditerating.
• Demonstratedpromptengineeringandconversationaldesignexperience—youcanshowwhatyouchanged, howyoutestedit, andwhatimprovedas aresult.
• A portfolio‑owner mindset—youcanholdseveralinitiatives atonce, prioritizeruthlesslybyimpact, andsaynoto the low‑valueones.
• Proven ability to influence cross‑functional stakeholders without direct authority—you getsupport teams, Tech, and leadership pulling in the same direction through clarity and credibility, not a reporting line.
• Solid data analysis skills—comfortable working with conversation logs and operational data, building reports, and turning raw data into prioritized action.
• Working understanding of how LLMs work, including embeddings/vectors, Retrieval‑Augmented Generation (RAG), and common failure modes—enough to lead an productive conversation with Tech.
• Working understanding of APIs, HTTP requests and JSON—enough to write a clear brief.
• Exceptional written and verbal communication skills in English; German is a strong plus.
• Nice to Have
• Experience in e‑commerce or marketplace environments.
• Exposure to AI beyond chatbots—agent assist, QA automation, routing/triage, forecasting, or fraud/anomaly detection.

Familiarity with evaluation frameworks or QA pipelines for LLM outputs.

• Background in QA, knowledge management, or process documentation.

What we offer

• Acentral role in one of Chrono24's most strategic transformation initiatives with real impact on our customer service processes and direct visibility into Operations leadership.
• Real career growth opportunities with an international company—we promote from within.
• An international, open‑mind team with colleagues from more than 10 countries.
• Close collaboration with Product, Engineering, and other teams – you actively shape Chrono24.

Benefit app: ourbenefit app gives you full flexibility.

Whether for your sports activities, as a childcare subsidy, or as a flexible mobility budget, with a monthly additional budget of €80 per person you can use these benefits individually and shape them according to your wishes!

Free lunch: Enjoy a free lunch that gives you energy for the rest of the day. Delicious food that brings the team together, one more reason to look forward to lunch break!

Additional day off on December 24 and 31: Look forward to an extra day off on December 24th and 31st, so you can fully enjoy the holidays.

Working from abroad 20 days/year: Take the opportunity to work from abroad for up to 20 days a year and discover new cultures.

Diversity@Chrono24: We believe in the power of diversity.

Diversity is our strength.

At Chrono24, we embrace diversity because we believe it enriches not only our corporate culture but also our success. Be yourself – and let’s achieve great things together!

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