AI Operational Excellence Specialist (f/m/d)

ZEAL Network SE is a dynamic, international group of companies that has been creating exciting and innovative lottery experiences for over 20 years. As Germany’s largest provider of online lotteries through our brands LOTTO24 and Tipp24, and a trusted partner of Spain’s ONCE, the second-largest national lottery, we’re shaping the future of the lottery industry. We are passionate about driving innovation, as demonstrated by our newest brands, Freiheit+, Traumautoverlosung and Traumhausverlosung, which bring fresh and exciting dreams to life. Additionally, through ZEAL Ventures, we invest in inspiring e-commerce start-ups like Omaze and DAYMADE, fueling fresh ideas and opportunities. Our team of 350+ professionals from diverse backgrounds is united by a visionary mindset, a passion for collaboration, and a commitment to inspire dreams. At ZEAL, we empower our people to think ambitiously and work together toward a shared purpose: helping people imagine and achieve their aspirations. ABOUT THE ROLE We're looking for an AI Operational Excellence Specialist to own the AI agenda across Customer Operations. You will be the driving force behind identifying, implementing, and monitoring AI-powered features and projects that improve efficiency, quality, and customer experience across the Customer Operations Department. This is a hands-on, highly cross-functional role for someone who thrives on running multiple projects at once, loves working with diverse stakeholders, and gets genuine satisfaction from tidying up messy processes and finding smarter ways of working. The Operational Excellence team sits at the center of Customer Operations, partnering closely with our two frontline teams Customer Support and Payments, Fraud & Verification, to continuously improve how we work. Our mission is to make operations faster, smarter, and more scalable, with AI and automation as key levers. YOUR TASKS: - AI Implementation & Lifecycle Management - Drive the end-to-end lifecycle of AI features across Customer Operations: From ideation and business case, through implementation, to ongoing monitoring and optimization. - In the initial phase, play an active, hands-on role in implementation, including building and refining use cases for AI Chat and AI Email agents together with the Customer Support Team and the Payments, Fraud & Verification Team of Customer Operations. - Own the monitoring and performance tracking of live AI features, ensuring they deliver expected efficiency and quality gains, and flagging/resolving issues quickly. - Act as the central point of contact for AI-related topics across the department. - Project & Stakeholder Management - Manage multiple simultaneous projects for different stakeholders across the department, keeping timelines, priorities, and expectations aligned. - Partner closely with Customer Operations Teams to understand pain points and translate them into AI/automation opportunities. - Coordinate with cross-functional stakeholders to bring projects to life. - Operational Excellence - Proactively identify inefficiencies and opportunities for process improvement, not just where AI applies, but general process "tidy-ups" that make operations run more smoothly. - Bring a "think outside the box" mindset to problem-solving, challenging the status quo of how things are currently done. WHAT YOU OFFER US: - Excellent German, written and spoken required - must have. - Proven OPEX experience in Customer Support, & Fraud Operations. - Strong understanding of AI/automation applications in operations (e.g., chatbots, intelligent routing, building procedures, and workflows). - Track record of managing multiple concurrent projects for different stakeholders, with strong prioritization and organizational skills. - Experience managing the lifecycle of live features/tools post-launch (monitoring, performance tracking, continuous improvement). - Excellent stakeholder management skills; comfortable working with both frontline teams and sen