Prozessmanager:in Customer Service // hybrid
Core
Business & Knowledge Architect responsible for designing system-supported structures, curating knowledge, and enabling AI readiness for the Customer Service team.
Role type
Senior Process Manager (Customer Service)
Builds
Intelligent, automated service workflows and knowledge bases for the Breuninger retail ecosystem.
Domain
Retail / Customer Experience / Process Optimization
Deliverable
production ML models | product features
Required skills
Process modeling, continuous improvement, automation identification, feedback loop design, change management, knowledge management, analytical thinking, abstraction, cross-functional communication
Preferred skills
Agile experimentation, data-driven adjustment, experience design, stakeholder management
Technologies
Confluence, Zendesk Guide
Responsibilities
Identify process improvement potentials for customer experience and AI readiness; optimize and automate digital processes to reduce manual effort; establish feedback loops between agents and customers; design objective workflows; collaborate with leadership and Quality Management on training and change management; conduct practice deep-dives via shadowing; partner with tech teams to define logic for service software and AI models.
Seniority
Senior, hands-on IC
