(Senior) AI Ops Specialist - Customer Experience (d/f/m)

Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

The Role: How you'll make an impact at Personio

This position can be office-based (hybrid) in the following cities: Munich, Berlin, or Dublin.

Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.

Create real value with your subject-matter expertise. Tackle interesting challenges and partner closely with departments across Personio to drive operational excellence. Join us to make a significant impact on the next phase of our scaling journey, together.

You'll sit in the COO Office, embedded in our Customer Experience organization to transform how Support and Professional Services operate through AI. As one of Personio's first AI Ops Specialists, you'll map CX processes, identify high-impact automation opportunities, and build solutions that fundamentally change how we serve customers.

Role Responsibilities: What you‘ll do

• Process Intelligence: You develop a deep understanding of end-to-end CX workflows across Support and Professional Services, identifying where manual effort, bottlenecks, and repetitive tasks create opportunities for AI transformation—from ticket triage to implementation playbooks to knowledge base maintenance.

• Opportunity Pipeline: You own and maintain a prioritized backlog of AI use cases for CX, ranked by impact, feasibility, and cost-saving potential, providing the Central AI Team with a credible transformation roadmap grounded in real operational insight.

• Solution Building: You build and test lightweight AI solutions—prompt templates, Claude Projects, and workflow automations—that CX teams can immediately use, validating each use case with real users before scaling.

• Discovery & Validation: You conduct regular process discovery sessions with CX teams—structured conversations and workflow observations that surface hidden inefficiencies—and test use cases with real users to document what works, what doesn't, and feed learnings back to the broader AI Ops network.

• Governance & Collaboration: You ensure every AI solution complies with data classification and security standards, participate in the AI Ops network across business units, and represent CX transformation priorities in central planning discussions.

Role Requirements: What you need to succeed

• You have 4+ years of experience in or closely with Customer Support and/or Professional Services, with a strong understanding of customer-facing operations, workflows, and metrics.

• Process mapping expertise: You can document complex workflows, spot inefficiencies others overlook, and translate messy processes into clear, structured opportunities for improvement.

• AI curiosity with hands-on experience: You actively experiment with AI tools like Claude, ChatGPT, or automation platforms, building and testing solutions yourself rather than waiting for perfect requirements. Practical understanding of how to deploy, host, and maintain the solutions you build (e.g., basic cloud/container/runtime and operational considerations).

• Comfortable writing and reading lightweight scripts (e.g., Python, TypeScript, and SQL) to prototype, automate tasks, or work with data.

• Experience Integrating LLM APIs: Direct hands-on experience with integrating (and ideally building custom connectors—e.g., internal integrations, tools, or MCP-style components), beyond using chat-based products alone.

• Structured prioritization: You assess opportunities using clear frameworks—balancing impact, feasibility, and business value—and maintain organized backlogs that drive action.

• Translation skills: You move fluently between operational and technical audiences, turning business needs into solution requirements and technical possibilities into business cases.

• Change mindset: You thrive in ambiguity, take initiative without perfect clarity, and see transformation as an opportunity to fundamentally rethink how work gets done.

• Bonus: Experience with Zendesk, Rocketlane, Intercom/Fin, or previous involvement in operational excellence or transformation programs.

Why Personio?

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:

• Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity

• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years

• Make an impact on the environment and society with 1 (fully paid) Impact Day

• Receive generous family leave, child support, mental health support, and sabbatical opportunities.

• We follow an office-led, remote friendly approach, including opportunities to work from home and international locations. Many of our teams have designated days for gathering in the office to enhance collaboration and foster a sense of community.

• We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.