Group Product Manager, Customer Success

Based in Berlin and reporting to the VP of Product, you will own the vision, strategy, and execution for all customer care products, processes, and technologies at Dott.

Dott is a leading shared micro-mobility operator in Europe. Our Product & Tech teams are dedicated to building the best experiences for users, employees, partners, and city representatives.

You will directly lead a multidisciplinary team spanning Tooling Management, Project & Process Management, and Knowledge & Vendor Management—ensuring operational excellence, innovation, and people development across all pillars.

About the Role

What You’ll Do

Product, Automation & AI Leadership

• Define and execute the product vision and roadmap for Customer Care, with a strong focus on digital support channels, automation (AI/chatbots, self-service), CRM systems, and integration with core Dott platforms.
• Drive the end-to-end implementation of automation and AI solutions—from identifying high-impact use cases to piloting, scaling, and optimizing AI-driven support tools.
• Launch and scale new tech-enabled support products and features, ensuring automation and AI are embedded in the design and delivery of customer care solutions.
• Ensure all customer care solutions, including automation and AI implementations, meet regulatory, privacy, and security standards.

Operational & Process Excellence

• Oversee the implementation and optimization of operational workflows, SOPs, and best practices across the team, leveraging automation and AI to streamline processes and improve efficiency.
• Continuously review and enhance customer care processes, using data and feedback to identify automation opportunities and measure the impact of AI solutions on key operational KPIs (e.g., SLAs, NPS, CSAT, resolution time).

Team & People Leadership

• Lead, mentor, and develop a high-performing Customer Care Product & Operations team, including direct reports across Tooling, Project & Process, Knowledge, and Vendor/BPO Management.
• Foster a culture of innovation and continuous improvement, empowering the team to proactively identify and implement automation and AI opportunities in all areas of customer care.

Vendor & Partner Management

• Oversee relationships with third-party vendors (BPOs, technology providers), ensuring high performance, cost-effectiveness, and alignment with Dott’s standards—especially in the context of automation and AI capabilities.
• Lead vendor selection, negotiation, and ongoing performance management, with a focus on partners that enable advanced automation and AI-driven support.

Data, Analytics & AI Insights

• Develop and monitor KPIs for customer care performance. Leverage data insights and AI analytics to identify pain points, inform product decisions, and drive continuous improvement.
• Collaborate with data science and engineering teams to ensure robust data pipelines and effective deployment of AI/ML models in the customer care domain.

Cross-functional & Stakeholder Collaboration

• Partner with Product peers, Engineering, Data and Operations teams to deliver integrated, AI-powered solutions in markets where we operate.
• Act as the voice of Customer Care within the Product & Tech organization, aligning priorities and communicating progress to leadership and key stakeholders.

What You’ll Need (Skillset)

• 7+ years of experience in product management, customer success, or customer support, with at least 3 years in a leadership role managing multidisciplinary teams.
• Proven track record of building, launching, and scaling customer care or support platforms (CRM, ticketing, automation, chatbots, etc.), with hands-on experience in automation and AI implementation.
• Strong technical acumen; able to work closely with engineering and data teams and make informed decisions on architecture, integrations, and vendor solutions—especially those involving AI/ML.
• Demonstrated experience in team management, coaching, and organizational development across multiple functional areas.
• Experience leading process improvement and automation initiatives. A deep understanding of AI/ML applications in customer support context is a plus.
• Analytical mindset with proficiency in data analysis, KPI tracking, and reporting.
• Excellent communication, stakeholder management, and leadership skills.
• Experience in fast-paced, high-growth, or scale-up environments.
• Passion for delivering outstanding customer experiences and operational excellence.
• Fluency in English; German and other languages is a plus.

Qualities We’re Looking For

• Relentlessly user-focused and data-driven.
• Strategic thinker with hands-on execution skills.
• Passionate about leveraging technology, automation, and AI to solve real-world problems.
• Collaborative, empathetic, and able to influence across teams and cultures.
• Comfortable with ambiguity and driving change in a dynamic environment.
• Committed to continuous improvement and innovation.

THIS MAY INSPIRE YOU

• 💻 Our one time 300€ home office bonus upon your start to create your ideal home office set up
• 📚 Our annual 500€ learning & development budget plus possibility to take 5 learning days per year
• 🛴 Our rides program with availability to opt in and opt out to ride our e-scooters & e-bikes
• ☀️ Our partnership with OpenUp for mental health at work, with free 1on1 video counselling, self-guided development and more
• 🚀 Our company onboarding
• 🌴 Our sabbatical program
• ⏳ Our flexible hours and remote working option
• 🎉 Our public holiday swap, with which you can switch two public holidays to another day
• 🌍 Our voluntary day off for charity work
• 🍽️ Our lunch support on Tuesdays in the office
• 🏋️‍♀️ Our subsidised membership for Urban Sports Club
• 💸 Our corporate benefits platform with discounts for various companies