Group Product Manager, Customer Success

Core responsibilities:

• Define and execute the product vision and roadmap for Customer Care, with a strong focus on digital support channels, automation (AI/chatbots, self-service), CRM systems, and integration with core Dott platforms.
• Drive the end-to-end implementation of automation and AI solutions—from identifying high-impact use cases to piloting, scaling, and optimizing AI-driven support tools.
• Oversee the implementation and optimization of operational workflows, SOPs, and best practices across the team, leveraging automation and AI to streamline processes and improve efficiency.
• Lead, mentor, and develop a high-performing Customer Care Product & Operations team, including direct reports across Tooling, Project & Process, Knowledge, and Vendor/BPO Management.

This role contributes to Dott's mission of changing mobility for good by enhancing customer care through automation and AI, ultimately improving user experiences and supporting sustainable urban transportation solutions that reduce congestion and pollution.

Required skills and experience:

• 7+ years of experience in product management, customer success, or customer support, with at least 3 years in a leadership role managing multidisciplinary teams.
• Proven track record of building, launching, and scaling customer care or support platforms (CRM, ticketing, automation, chatbots, etc.), with hands-on experience in automation and AI implementation.
• Strong technical acumen; able to work closely with engineering and data teams and make informed decisions on architecture, integrations, and vendor solutions—especially those involving AI/ML.
• Analytical mindset with proficiency in data analysis, KPI tracking, and reporting.

Compensation and perks:

• Salary range: €111,000 - €167,000 gross annually
• €300 home office bonus upon start
• €500 annual learning & development budget plus 5 learning days per year
• Rides program for e-scooters & e-bikes
• Mental health support via OpenUp partnership
• Flexible hours and remote working option
• Pension plan and health insurance contribution (€125 gross monthly)
• Lunch support, fruits & drinks in office
• Sabbatical program and voluntary day off for charity work

Dott is the European champion of shared micro-mobility, created through a merger in March 2024. With a mission to change mobility for good, Dott facilitates sustainable travel, reduces congestion and pollution in cities, and decreases reliance on cars, operating over 250,000 shared vehicles across 400+ cities in Europe and the Middle East.