Customer Service Manager - Process & Tooling Projects

Responsibilities

• Lead the implementation, rollout, and continuous optimization of new technologies and strategic initiatives across the customer service ecosystem
• Own end-to-end planning and execution of projects to improve customer service systems, processes, and operational efficiency
• Act as the central point of contact between operational stakeholders (Controlling, BPOs, Team Leads) and technical teams (IT, Product, Developers)
• Analyze operational bottlenecks and translate business requirements into actionable project scopes and technical requirements
• Coordinate testing, documentation, and the rollout of new features and system enhancements
• Evaluate new software solutions and digital tools to future-proof the customer service landscape

Requirements

• Professional experience in project management, product coordination, or an analytical role within Customer Service or E-Commerce
• Strong understanding of modern customer service systems, such as CRM ticketing, routing, or automation tools
• Proven ability to structure workflows, define milestones, and manage multi-disciplinary teams
• Excellent problem-solving skills and a structured, solution-oriented working style
• Strong stakeholder management skills with the ability to bridge business and technical requirements
• Completed degree in Business, Technology, or a comparable field
• Fluency in both English and German (written and spoken)

About the Company

ABOUT YOU is one of Europe’s fastest-growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. We believe in flat hierarchies, direct communication, and pragmatic decisions, offering an environment built on ownership, trust, and clear responsibility.