Lead Customer Experience Operations

vor 6 Monaten

Berlin, Deutschland Zalando Vollzeit

Location

Berlin

Contract

Full time

Job Category

Finance, Analytics & Controlling

**THE ROLE & THE TEAM**:
As a Lead of one of the two Customer Experience Operations teams within Zalando Payments GmbH you will be responsible for the operational steering and development of the team as well as initiating and driving process improvements and realising projects towards Zalando Payments’ strategy while maintaining a high service level for all payment processes connected to customer contacts.

You will be leading a team of ~5 direct reports and share the responsibility of all Zalando markets and payment methods offered by Zalando Payments GmbH with the Lead of the 2nd Customer Experience Operations team. You will work closely with our Customer Care teams, as well as our Convenience, Finance, Product and Technology teams.

**INCLUSIVE BY DESIGN**:
**WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)...**:

- You will manage operations by steering workload and being responsible for capacity planning, working closely together with our Vendor Managers
- Optimization of workflows and the preparation of relevant reporting are an important part of your daily tasks
- Together with your peer Lead, you will adapt the team structure and processes to fit the departmental and company needs, and translate the strategy and business requirement to the team
- You will have a strong focus on managing the performance of the individuals in the team and supporting them in their development as well as managing the well-being of the Customer Experience team and fostering cross team collaboration
- You will be driving and leading operational excellence projects focussing on efficiencies and automation
- As one of your main stakeholders you will be closely collaborating with our Customer Care Teams to ensure high quality of payment case handling and knowledge transfer

**WE'D LOVE TO MEET YOU IF...**:

- You're proud of an excellent commercial education or university degree in an Economic, or related science with focus on Analytics, Controlling or Finance or multiple years of experience in the area of operational service management, credit management or in steering operational teams
- You have developed excellent people skills through previous leadership experience and live an open and honest exchange with your peers and direct reports with feedback and communication as some of your strongest values
- You have a proven track record in Operational Excellence Projects and are interested in technology topics
- You are characterised by a quick perception, a high degree of process understanding and a structured, exact and target-oriented working method
- Hands-on mentality distinguishes your working style - you can easily think strategically, but you are also willing to tackle necessary operational tasks energetically
- You feel confident analysing data sets and creating reports. You are an expert in Excel or GSuite and ideally you already have experience with Salesforce and SAP
- You embrace change with a positive attitude and your ability to inspire colleagues comes naturally
- As part of an international team, daily correspondence and negotiations in English and German are familiar territory to you

**OUR OFFER**:
Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
- Employee shares program
- 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners
- 2 paid volunteering days a year
- Hybrid working model with 60% (or more) remote per week, actual practice is up to each team to best support their collaboration
- Work from abroad for up to 30 working days a year
- 27 days of vacation a year (for Zalando SE)
- Family services, including counseling and support
- Health and wellbeing options (including Gympass)
- Mental health support and coaching available

**Recruiter**
Stella Lymperopoulou

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