Vice President Customer Care (m/f/d)

  SIXT is dismantling the legacy contact center playbook. We're looking for a commercially obsessed, technically fluent operator to transform our global organization of ~1,300 people across in-house hubs and outsourced partners into a high-speed, AI-augmented loyalty engine. Based in Pullach near Munich at SIXT SE Global HQ, you will report directly to the SVP Customer Experience and re-architect how we handle every customer contact as an engineering and loyalty problem to be solved from first principles. YOURS TO OWN - You own the global service network end-to-end, balancing in-house resolution hubs and external BPO partners across ~1,300 FTE, managing site strategy, make-or-buy decisions, and vendor consolidation while shifting from headcount-led capacity planning to tech-enabled, elastic workflows - You eliminate contact volume at the root by partnering across Product, Tech, and Branch Operations to engineer out friction upstream, while deploying production-grade LLMs, conversational voice/chat agents, smart routing, and self-service so an increasing share of volume resolves autonomously with zero degradation in NPS/CSAT - You reframe the organization from a reactive cost line to a proactive retention and CLV engine by applying rigorous unit economics and process engineering to de-escalate friction, rescue at-risk customers, reduce churn, and maximize repeat booking behavior and Customer Lifetime Value - You replace legacy call-center scorecards with real-time, automated quality intelligence and root-cause diagnostics, using automated 100% interaction analysis to spot systemic operational bottlenecks and measure true resolution impact on repeat rental behavior - You ensure every automated touchpoint operates with enterprise-grade reliability and full regulatory compliance, including the EU AI Act's transparency and human-oversight mandates and European data-residency standards, in lockstep with Legal, Compliance, and IT - You lead and upgrade 13 regional and functional leaders, instilling a culture of operational accountability, speed, and analytical rigor while representing Customer Care directly to the SVP Customer Experience, the COO Worldwide Branch Network, and the broader executive teamYOUR SKILLS MATTER - Commercial Operations Leadership You bring a track record of leading complex, multi-site, multi-country operations (1,000+ FTE across blended in-house and BPO models) with full P&L or multi-million-euro budget ownership, ideally from unconventional backgrounds such as scale-up COO/CEO/CFO, digital marketplace operator, or mobility/PropTech/SaaS builder - Unit Economics & CLV Obsession You manage by the numbers, understanding cost-per-contact, contact-per-rental ratios, churn drivers, and the quantitative link between fast, frictionless issue resolution and long-term retention, loyalty, and CLV without hiding behind vanity metrics - AI & Automation Delivery You have shipped automation, self-service, or LLM-driven workflows at scale, measurably cut human contact ratios or cost-to-serve, and can point to the exact CSAT/NPS, retention, and financial impact that followed - First-Principles Engineering You have built QA frameworks, metric architectures, and root-cause elimination loops from the ground up rather than merely maintaining inherited systems - Cultural Agility & Execution You thrive in a fast-paced, high-ownership environment, navigating seamlessly between C-level strategy in Pullach and front-line operational realities across international hubs, and you are business-fluent in German and English with readiness to travel across SIXT's global network - Production-Scale Agentic AI (Accelerator) You have hands-on experience deploying LLM-based voice/chat agents, automated identity verification, or autonomous resolution workflows in high-volume consumer environments such as mobility, travel, e-commerce, digital marketplaces, or logistics - Regulatory Fluency & BPO Transformation (Accelerator) You bring practical familiarity with the EU AI Act and European data privacy/residency frameworks applied to automated customer interactions, combined with proven success restructuring legacy vendor landscapes, renegotiating outcome-based BPO contracts, and consolidating multi-country site footprintsWHAT WE OFFER - Extra benefits Enjoy discounts on SIXT rent, share, ride and SIXT+, attractive vehicle leasing offers, and exclusive deals with partners for travel, tech, fashion and more - AI at your fingertips From day one, you'll have access to Claude by Anthropic and SIXTgpt, SIXT's own AI platform, to supercharge your work. We invest in every team member's AI journey: encouraging experimentation, building knowledge, and making sure you're ahead of the curve - Mobility boost We support your mobility with a company car - Future security We contribute to your retirement plan and support you with capital-forming benefits to ensure you are well covered - Feel-good atmosphere Stay active with our modern SIXT gym, various leisure activities like the gaming area or the SIXT choir, and enjoy our high-quality employee restaurant - Flexibility Enjoy 30 days of vacation and a hybrid working model with flexible hours - Giving back Take one day each year to volunteer at a charitable organization dedicated to supporting children About us: We are a globally leading mobility service provider with a revenue of €4.3 billion and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (taxi, ride, and chauffeur services), and SIXT+ (car subscription), giving our customers access to our fleet of 360,000 vehicles, the services of 4,000 cooperation partners, and around 5 million drivers worldwide. Together with our franchise partners, we are present in more than 100 countries at 2,000 rental stations. At SIXT, top-tier customer experience and outstanding customer service are our highest priorities. We believe in true entrepreneurship and long-term stability and align our corporate strategy with foresight. Get started with us and apply now!