Vice President Customer Care (m/f/d)

Company Description

 

Job Description

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 team

YOUR 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 footprints

WHAT 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

Qualifications

Additional Information

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!