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

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

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