Customer Service Manager - Process & Tooling Projects

About the Company

ABOUT YOU is one of Europe's fastest-growing e-commerce companies. With locations in Hamburg and Berlin, we bring fashion and technology together. Our mission is to rethink online shopping and make it more personal.

Responsibilities

• Lead the implementation, rollout, and continuous optimization of new technologies and customer service tools
• Manage end-to-end planning and execution of strategic projects to improve systems and operational efficiency
• Act as the central point of contact between operational stakeholders and technical teams (IT, Product, Developers)
• Analyze operational bottlenecks and translate business requirements into technical project scopes
• Coordinate testing, documentation, and rollout of new features and system improvements
• 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 interest in digital tools and understanding of CRM, ticketing, routing, or automation tools
• Experience in structuring workflows and coordinating interdisciplinary teams
• Strong problem-solving skills and a structured, independent way of working
• Excellent stakeholder management and communication skills to bridge business and tech teams
• Ability to manage multiple priorities and project timelines in a dynamic environment
• Fluency in English and German (written and spoken)
• Completed degree in Business, Technology, or a comparable field