A Conversation with Antonella, Director of Product Management, on AI and Leadership

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A Conversation with Antonella Zagaria, Director of Product Management, on AI and Leadership

8 April 2025

At AUTO1 Group, our success is built on the dedication, talent, and leadership of our people. As we publish our 2024 ESG report, we're proud to spotlight Antonella Zagaria, Director of Product Management, whose inspiring journey and innovative work reflect the values we strive to uphold. From leading transformative projects like the Voice AI initiative to fostering collaboration across teams, Antonella's story highlights the importance of empowering individuals to drive change and innovation.

We sat down with Antonella to learn more about her career journey, her leadership philosophy, and how AI is shaping the future of AUTO1 Group.

Can you please introduce yourself and your role?

My name is Antonella Zagaria, and I am the Director of Product Management for C2B Sourcing at AUTO1 Group. I have been with the company since June 2015, when I began my career in product management. I hold a degree in English Studies and initially thought I would pursue a career in the publishing industry. However, I am incredibly grateful to have discovered product management and to have been given the opportunity to grow and excel in this field.

In my role at AUTO1 Group, I lead the C2B Sourcing product area, which consists of eight teams supporting our business across several key domains: marketing, purchasing, pricing, and customer service. Our teams are responsible for a range of products, including the wirkaufendeinauto.de website and its localized versions in eight other countries, our Customer Relationship Management (CRM) system, the evaluation app used in over 500 branches across Europe, pricing tools, customer service communication tools, and the platform used by our branch personnel to purchase used cars.

Why did you decide to join AUTO1 Group, and how has your career evolved since you joined the company?

In early 2015, after completing an internship at a publishing house in Berlin, I was looking for a new opportunity. That's when I received a cold call from a recruiter at AUTO1 Group, offering me an entry-level position in product management. The interview went so well that I walked out of the room with an offer, and the rest is history.

When I joined the company, I was entrusted with a small team responsible for our "admin" platform. My first product was rolling out the Booking Center Task Manager, which is still in use today. And so, my adventure began. That team was the best I've ever worked with - the collaboration was incredible. We put in a lot of work, and the energy and camaraderie made it all worthwhile. I received great feedback and embraced every challenge as an opportunity to grow.

Over time, I took on more responsibilities, including managing people. It was challenging at first, but once I found my leadership style, new doors began to open. After returning from maternity leave, I was offered the opportunity to become Head of Product Management. Just one year later, I was promoted to Director, a position I'm proud to hold today.

What do you think has been the key to your success here, and how has the company supported your professional development?

I believe I can speak for many colleagues who have experienced similar growth at AUTO1 Group when I say that if you work hard and embrace challenges, you will be rewarded. The key is to take ownership when no one else will and to work alongside your colleagues with a laser focus on the objectives. It might sound simple, but if you get the chance to sit at the table, make it count - listen carefully, take notes, think before you speak, and contribute meaningfully to the conversation. If you've earned that seat, make the most of it.

The journey has been incredibly rewarding, filled with valuable lessons and opportunities. While challenges arose along the way, they only strengthened my determination to move forward. The unwavering trust and support I've received have been a cornerstone of my progress, fueling my commitment to continuous improvement and success.

You successfully led the Voice AI project at AUTO1 Group. Can you tell us more about this initiative and its significance for the company?

Thank you! At the start of 2024, we saw an incredible opportunity to leverage AI to support our growing business and streamline customer support processes. One key area we identified was the potential for voice AI to handle a significant portion of our inbound calls. That's when we introduced the use of a digital assistant in the wirkaufendeinauto.de inbound queue. This AI-powered assistant is designed to work 24/7, managing tasks like confirming or canceling appointments and answering customer questions without the need for human intervention.

During the 3-month pilot phase, which was tested in Germany and Spain, the AI agent handled thousands of calls, significantly reducing the workload for our teams. By taking care of simpler, repetitive queries, they freed up our colleagues to focus on more complex, high-value tasks and interactions where human expertise and empathy are crucial. This initiative has not only optimized our processes but also set the stage for scaling automation across our customer service operations. It's a transformative step forward for AUTO1 Group, enabling us to provide faster, more efficient service while preparing for future growth.

How has the implementation of AI, particularly in the Voice AI project, contributed to improving the customer experience and optimizing processes at AUTO1 Group?

The implementation of voice AI has been a game-changer for both our customers and our customer service teams. For our customers, it means faster responses and 24/7 availability. Digital assistants are always ready to assist, whether it's confirming an appointment, rescheduling, or answering common questions. This ensures that customers get the support they need without waiting in long queues, which significantly enhances their experience with us.

For our teams, the impact has been equally profound. By automating repetitive tasks, voice AI can reduce the workload for our agents, allowing them to focus on more complex and personalized interactions that require a human touch. This not only improves efficiency but also boosts employee satisfaction, as they can dedicate their time to higher-value tasks that require critical thinking. Additionally, the data and insights gathered from these interactions help us continuously refine our processes and improve the overall customer journey.

What excites you most about the future of AI at AUTO1 Group?

What excites me most is the sheer potential of AI to transform how we operate and serve our customers. Looking ahead to 2025, we aim to handle even more calls using voice AI and expand self-service tools to empower customers to manage tasks like booking or rescheduling appointments, checking payment statuses, and even tracking deregistrations - all without needing to speak to an agent.

Beyond customer service, AI is driving transformation across our processes. It's not just about automation but also about scaling efficiently, innovating faster, and delivering exceptional experiences to our customers. By embracing AI, we're not only solving today's challenges but also building a foundation for long-term growth and reimagining what's possible for the future of AUTO1 Group.

Antonella's leadership and achievements highlight the values we celebrate at AUTO1 Group: empowering individuals, fostering innovation, and creating opportunities. Her story offers a unique perspective on the people behind our success.

We invite you to explore the full report to learn more about the initiatives and individuals shaping the future of AUTO1 Group. Read the 2024 ESG report and learn more about the progress we've made across a range of ESG initiatives in 2024, while also recognizing the areas where we are just starting to lay the groundwork. We are excited about the future and the opportunities it presents for growth and positive impact.