Abteilungsleiter:in Customer Service Operations // hybrid
Core
Leading a hybrid customer service unit to drive operational excellence, integrating human agents with intelligent automation for an exclusive service experience.
Role type
Senior IC department head (customer service operations)
Builds
A high-performance, hybrid customer service delivery model
Domain
Retail / E-commerce / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
End-to-end service performance management, team leadership (45+ people), digital transformation strategy, process optimization, cross-functional stakeholder management, data analytics (Power BI), modern service platform management (Zendesk)
Preferred skills
Experience in E-commerce/Retail, omnichannel strategy, real-time management
Technologies
Power BI, Zendesk, Confluence
Responsibilities
Manage end-to-end service performance, capacity, and forecasting; lead the digital transformation of internal and external teams; implement strategic operational initiatives; optimize processes and customer journey; collaborate with cross-functional teams (Logistics, Risk & Fraud, Vendor Management)
Seniority
Senior, hands-on IC