You will work in a dynamic, international environment and contribute directly to the success of the organization. Your responsibilities will include:

Lead the development and implementation of an Agentic Contact Center approach, from initial exploration through MVP development and scaling
Translate Customer Service business requirements into concrete and scalable AI use cases, process designs, and solution requirements
Identify and prioritize relevant AI use cases in close collaboration with Customer Service, country organizations, and other business functions
Ensure the integration of new AI capabilities into existing processes and the future Contact Center architecture
Manage the business case, project progress, and risks, with a clear focus on customer experience, efficiency, and measurable business value

University degree, ideally in Business Administration, Business Informatics, Engineering, or a comparable field
Strong knowledge of Customer Service and Contact Center operations, including relevant processes and systems
Proven experience leading complex AI transformation projects involving multiple stakeholders
Strong interest in and understanding of AI and technology, combined with excellent project management, communication, and problem-solving skills
Fluent English is required; German is a plus

Remuneration and terms according to the Metal and Electrical Industry collective agreement (30 days' vacation, additional payments e.g. bonuses)
Flexible working models to suit your life situation (e.g., remote work, part‑time, job‑sharing, sabbatical)
Support for professional and personal development via BSH’s internal Global Learning Campus
Attractive employer‑funded occupational pension scheme

Project Manager Agentic Contact Center (m/w/d)

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