About this role
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