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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A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.