Your Contribution

• End-to-end build-out of the COO data warehouse – from data modeling and pipeline development to the integration of relevant source systems and the delivery of usable data products
• Linking all key data signals along the customer journey, including customer portal and self-service interactions, ticketing and ITSM data, telephony and IVR, CRM, ERP, delivery processes, product telemetry, as well as incident and release data
• Development of a unified and reproducible KPI logic for core operational metrics such as NPS, first contact resolution, time to resolution, early resolution rate, repeat contact rate, escalation rate, MTTR, billable utilisation, and on-time delivery
• Design and implementation of dashboards and reports for support, service delivery, and group IT – user-centric, action-oriented, and consistently focused on steering and decision-making
• Creation of clean, consistent data structures as the foundation for AI and automation solutions, as well as for robust management reporting
• Active use of LLMs and AI-driven analytics to detect patterns in support, incident, and telemetry data, surface anomalies, and enable natural-language access to operational datasets
• Responsibility for support and ITSM ticketing, IVR, and the cases delivery pipeline, including incident and release management as well as go-live, rework, and telemetry steering to ensure stable CRM/ERP processes (customer, contract, entitlement) and high SLA compliance
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What You Bring

• Several years of hands-on experience in data engineering, analytics engineering, or data intelligence, with a clear focus on scalable data models, ETL/ELT processes, and production-grade data architectures
• An excellent academic background, preferably from a leading university, ideally in computer science, data science, information systems, statistics, or a comparable field of study
• Practical experience with modern data platforms such as Databricks, Snowflake, Azure Synapse, dbt, or comparable technologies in a production environment
• Strong BI and data visualization skills, plus the ability to independently develop dashboards and analyses in tools such as Power BI, Tableau, Looker, or similar platforms
• Solid understanding of core COO KPIs and the ability to derive clean, consistent, and cross-country comparable operational metrics from heterogeneous data sources
• Experience integrating CRM, ERP, ITSM, and ticketing systems, as well as confidence in using AI-driven analytics for pattern detection, anomaly detection, and data-driven decision support
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What You Can Expect From Us

• Mobile Work: Work flexibly from home two days a week and on-site three days a week
• Attractive locations: Our offices offer fully equipped workspaces as well as regular events such as summer parties and Christmas celebrations
• Development: Our in-house academy and a portfolio of external partners support your professional growth
• Health: We place high value on health. At our in-house canteen in Koblenz, you’ll find a daily selection of delicious and healthy meals, and our fully equipped gym offers weekly classes (online & on-site)
• And more: A daycare center on our CGM campus in Koblenz helps employees make their workday more flexible. We also offer corporate benefits, the option of a job bike, company pension schemes, and much more