Abteilungsleiter:in Customer Service Operations // hybrid
Core
Leading a 45-person hybrid Customer Service unit to drive operational excellence, performance, and digital transformation in E-commerce/Retail.
Role type
Senior IC department head (Customer Service Operations)
Builds
A high-performance, technology-enabled customer service delivery system
Domain
E-commerce / Retail
Deliverable
production ML models
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 management, real-time management
Technologies
Power BI, Zendesk, Confluence
Responsibilities
Manage service levels, productivity, backlog, and operational performance; lead the digital transformation of internal and external teams; implement strategic initiatives for process and system development; optimize structures and workflows to improve customer experience; collaborate with cross-functional teams (Logistics, Risk & Fraud, Vendor Management) to perfect the end-to-end customer journey
Seniority
Senior, hands-on IC
