Digital CS Operations Manager (m/f/d)

Job description

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 contac...