Customer Service Manager - Process & Tooling Projects (all genders)

Job Description

• Lead the implementation, rollout, and continuous optimization of new technologies, strategic initiatives, and customer service tools across the customer service ecosystem
• Own the end-to-end planning, structuring, and execution of strategic projects to improve customer service systems, processes, and operational efficiency
• Drive the evolution of customer support by translating strategic initiatives into scalable operational solutions
• Act as the central point of contact between operational stakeholders (Controlling, BPOs, Team Leads) and technical teams (IT, Product, Developers), ensuring clear communication and alignment
• Analyze operational bottlenecks, gather business requirements, and translate them into actionable project scopes and technical requirements
• Coordinate testing, documentation, and the rollout of new features and system enhancements, ensuring internal teams and external partners are prepared for change
• Evaluate new software solutions, external service providers, and digital tools to continuously improve and future-proof the customer service landscape

Qualifications

• Solid professional experience in project management, product coordination, or an analytical/structural role within Customer Service or E-Commerce
• A strong interest in digital tools and a solid understanding of how modern customer service systems (e.g., CRM ticketing, routing, or automation tools) impact operations
• Experience structuring workflows, defining milestones, and keeping multi-disciplinary teams aligned and on schedule
• Excellent problem-solving skills with a structured, independent, and solution-oriented working style
• Strong stakeholder management and communication skills, with the ability to effectively bridge business and technical teams and explain complex topics to diverse audiences
• Experience managing multiple stakeholders, priorities, and project timelines in a dynamic environment
• Fluent in English and German (both written and spoken) is required
• Completed degree in Business, Technology, or a comparable background, combined with relevant practical experience

Additional Information

Your perks at a glance: Visit our benefits page.

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