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 contact reason across every market; continuously improve auto-resolution rates, accuracy, and customer effort scores using dashboards and metrics to identify gaps, surface anomalies, and drive targeted improvements based on the strategic direction set by the CS Design and Digital Solutions Lead
- Prompt management: Own prompt management and iterative optimization as a core discipline; iterate on LLM behavior in production to improve accuracy, consistency, and reliability across live systems
- Experimentation and iteration: Execute A/B tests, prompt optimizations, flow adjustments, and routing improvements within the platform; contribute with operational insights for journey redesign and new automation use cases
- Cross-functional collaboration: Partner with the CS Design and Digital Solutions Lead and AI Product Lead on discovery and prioritization; surface operational findings clearly to Business, Tech, and Product teams and execute on agreed priorities
- AI integration: Integrate AI tooling into daily workflows to train, maintain, and continuously improve the live digital workforce; stay ahead of evolving AI capabilities, from fine-tuning LLM behavior today to operating increasingly autonomous agents tomorrow
- Quality assurance: Act as the quality and release gate for all platform-configurable AI changes, ensuring consistency, accuracy, and readiness before rollout; partner with the AI Product Lead on engineering-level changes
About You
- Operations and automation experience: 2–3+ years of experience in operations, automation, digital delivery, or similar roles, ideally within customer service or customer experience environments
- Conversational AI expertise: Hands-on experience working with conversational AI systems (chatbots and/or voicebots), automation platforms, and/or no-code/low-code solutions in live production environments
- LLM understanding: Strong understanding of Large Language Models (LLMs), including their capabilities, limitations, and practical applications in operational contexts
- Analytical mindset: Strong analytical and problem-solving skills, comfortable interpreting performance data, identifying optimization opportunities, and translating insights into actionable improvements
- Prompt optimization skills: Experience working with prompts and AI behaviors in production environments, with a structured and iterative approach to improving performance and consistency
- Cross-functional collaboration: Excellent communication and stakeholder management skills, comfortable working across Business, Operations, Product, and Tech teams in fast-paced environments
- Execution focus: Proactive, detail-oriented, and adaptable, with a strong bias for action, simplification mindset, and ability to manage operational complexity effectively
We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!
NB: Please submit your resume in English!
What We Offer
- Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
- Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year.
- Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
- Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
- Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
- Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.
To view more local benefits specific to each office location, please check out this link: Locations - Flix Career
Why Join Flix?
At Flix, you'll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.
If you're ready to grow and lead your journey, Flix is the place for you!
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