[Hiring] Senior Product Owner, Support Platform & AI @Jimdo

Role Description

At Jimdo, we think the best support is the one a customer never needs. When our customers, self-employed people and small business owners, do need help, it should come fast: from self-service and AI first, and from a person when that's what the case needs.

We're bringing our support tooling, Zendesk, chatbots and AI work together into one team with one backlog and one roadmap. As Senior Product Owner, you'll lead that team and own the outcome:

• More questions answered by AI
• Faster help
• Lower cost to serve
• Customers who still trust us

You'll also shape where this goes next. Over the next couple of years AI will handle more and more first-line support, and you'll decide how the work is split between AI and people, and build the platform around it.

The team and who you'll work with:

• You'll report to the Head of Customer Support Services and join CSS, our support organisation.
• You'll lead a small team of Zendesk and AI specialists and work day to day with the engineers who build our support tools.
• You'll work closely with our knowledge and readiness team, support agents and team leads, product teams, our Company AI team, Data & Analytics, and our support and AI vendors.

What you'll be doing:

• Set the vision for our support platform and AI with the Head of CSS, and turn it into a roadmap, a business case and results.
• Lead, coach and grow your team, and bring specialists and engineers together around one backlog and clear quarterly outcomes.
• Own how well our chatbot, Zendesk AI agents and Copilot perform: define what a good AI answer is, measure it, and switch off what doesn't help customers.
• Improve routing, user identification and self-service entry points so customers get to the right answer faster.
• Spend real time with customers and support agents: read tickets, listen to chats, see where people get stuck.
• Build a written case for every bigger piece of work, own the cost to serve, and check results against your forecast.
• Turn what you learn in support into evidence that helps product teams fix problems at the source.

Your first months:

• After 3 months: your team works from one backlog and one outcome roadmap, and the quality bar for AI answers is agreed.
• After 6 months: you've delivered and reported your first quarterly outcome, including how AI resolution compares with your forecast.

Qualifications

• 5+ years as a Product Owner or Product Manager, ideally including support, CX, service or internal platform products.
• You've shipped AI or chatbot features in production and can name the metric you moved, the baseline and the result.
• You explain product decisions in commercial terms: cost, savings, effect, and what you learned when a forecast was wrong.
• You've managed people and led people who didn't report to you, ideally across departments.
• You do your own analysis with SQL or BI tools, and design and read experiments without waiting for an analyst.
• A clear point of view on what a good support experience is, and fluent English for everyday work.

Requirements

• Hands-on experience with Zendesk (or a similar tool such as Intercom or Salesforce Service Cloud), including AI agents, routing and automations.
• Experience using support insights to change a product team's roadmap.
• German language skills.

Benefits

• Inspiring Mission: At our core, we are driven by a meaningful mission - to empower solopreneurs and small businesses to succeed and to contribute to the sustainability and vibrancy of the communities they serve.
• Flexibility and Trust: Our work environment thrives on flexibility and trust. We offer fully remote work set-up with opportunities for in-person collaboration. You can manage your working hours flexibly because we prioritize the results you deliver over the number of hours you put in.
• An International Diverse Team: Our team is a mosaic of over 248 individuals hailing from 50+ different countries and working across 15+ diverse locations. We take pride in our openness and inclusivity.
• Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and curated learning paths. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression.
• Competitive Benefits Package: Annual compensation reviews to ensure you're rewarded fairly.
• A remote office set-up bonus to enhance your workspace.
• An employee assistance program, offering resources and counseling.
• Plus, a perk that keeps giving: up to three free Jimdo websites for your personal or professional projects that you get to keep forever.