Director Customer Service & Customer Experience (m/w/d)
Core
Leading a team of ~20 to strategically develop and operate Customer Service & Experience for an e-commerce business, driving digital transformation, automation, and AI adoption to enhance customer satisfaction and operational efficiency.
Role type
Senior leadership IC (Director) in Customer Operations & Experience
Builds
Customer service organization, automated/self-service processes, and data-driven service strategies
Domain
E-commerce, Customer Experience Management, Digital Transformation
Required skills
Strategic leadership, e-commerce domain expertise, process transformation, change management, data analytics, AI/automation affinity, key account management, incident management optimization
Preferred skills
Key account management, outbound activity management, advanced AI application implementation
Technologies
AI tools, automation platforms, self-service solutions, service management dashboards
Responsibilities
Develop and execute customer service and experience strategy, lead and develop a team of ~20, digitize and automate service processes, optimize customer journey and incident management, analyze customer feedback to drive improvements, establish KPIs and dashboards for performance tracking, expand key account management and proactive outreach
Seniority
Director, strategic leadership with hands-on operational oversight
