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

About our Business Department

In our Business unit, ideas don't stay ideas for long.
We work on what moves ABOUT YOU forward. From strategy to day-to-day operations, from numbers to people. We sit close to the core of the company, connecting the dots, making sense of the data, and turning plans into action.
Business here means understanding how everything links together. It means making decisions. A lot of them. And those decisions set the direction.

What To Expect

• 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

Who You Are

• 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