Digital CS Operations Manager (mfd)

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 helpmoving towards AI-driven resolution across every channel language and market. As Digital CS Operations Manager (m/f/d) you sit at thecenterof 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 approachtoconfiguringoptimizing anditerating onlive systems with the samerigoran engineerbrings tocode. 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 andoperateconversational AI systemsE2Ein production deploying andoptimizingflows across chat and voice managing knowledge bases intent routing escalation logic and all platform-configurable AI changes
• Performancemonitoring andimprovement: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 toidentifygaps surface anomalies and drive targeted improvementsbased on the strategic direction set by theCS Design and Digital Solutions Lead
• Promptmanagement:Own prompt management and iterativeoptimizationas a core discipline;iterate on LLMbehaviorin production to improve accuracy consistency and reliability across live systems
• Experimentation anditeration:Execute A/B tests promptoptimizations flow adjustments and routing improvements within the platform; contributewithoperational insightsforjourney redesign and new automation use cases
• Cross-functionalcollaboration:Partner with theCS Design and Digital Solutions Leadand AI Product Leadon discovery andprioritization; surface operational findings clearly to Business Tech and Product teams and execute on agreed priorities
• AIintegration:Integrate AI tooling into daily workflows to trainmaintain and continuously improve the live digital workforce; stay ahead of evolving AI capabilities from fine-tuning LLMbehaviortoday tooperatingincreasingly autonomous agents tomorrow
• Qualityassurance:Act as the quality and release gate for all platform-configurable AI changes ensuring consistency accuracy and readiness beforerollout; partner with the AI Product Lead on engineering-level changes
  

About You

• Operations and automation experience: 23 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 dont 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 youll 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 youre ready to grow and lead your journey Flix is the place for you!

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