Customer Service Manager - Process & Tooling Projects

Responsibilities

• Lead the implementation, rollout, and continuous optimization of new technologies and strategic initiatives within the customer service landscape.
• Manage end-to-end planning and execution of projects aimed at improving 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 to ensure internal teams and external partners are prepared for changes.
• Evaluate new software solutions and digital tools to future-proof the customer service environment.

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, including CRM, ticketing, routing, or automation tools.
• Proven experience in structuring workflows, defining milestones, and coordinating interdisciplinary teams.
• Excellent problem-solving skills and a structured, independent, and solution-oriented way of working.
• Strong stakeholder management skills with the ability to bridge the gap between business and technical teams.
• Ability to manage multiple priorities and project timelines in a fast-paced, dynamic environment.
• Fluency in both English and German (written and spoken).
• Completed degree in Business, Technology, or a comparable field.

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. We value flat hierarchies, direct communication, and pragmatic decision-making.