Job description
Available immediately | Stuttgart location | Full-time
As Head of Customer Service (m/f/d), you will be responsible for a department with more than 100 employees. Together with your department and team leaders, you will further develop our customer service into a technology-driven premium service organization: efficient and digital where it makes sense, and personal where human intuition makes the difference.
- Service organization of the future: You develop a clear vision of which issues will be resolved via self-service, automation or AI, and where personal consultation remains crucial.
- Operational control: You are responsible for forecasting, capacity planning, channel control and real-time management, ensuring reliable accessibility and high service quality even during peak periods.
- Technology and automation: You identify suitable use cases, prioritize requirements, and implement solutions such as agent assist, intelligent routing, or automated workflows together with Product, Technology, and Data.
- Customer Service as a catalyst: You analyze reasons for contact and repeat contacts and, together with e-commerce, logistics, risk & fraud and other departments, eliminate the causes of avoidable customer concerns.
- Data-driven management: You measure success by factors including customer satisfaction, solution quality, first contact resolution, service level, repeat contact rate and cost-to-serve – not just by processing speed.
- Leadership in a changing world: You further develop structures, skills and collaboration, actively involve employees and create a culture in which technology is experienced as support.
Qualifications
- You have several years of management experience in a larger customer service or customer operations organization, ideally in e-commerce or retail.
- Demonstrable experience in modernizing established structures and implementing technological changes is equally desirable.
- You possess sound knowledge of omnichannel management, workforce management, and operational performance management.
- Experience with AI, self-service, and automation in customer service is required.
- You are proficient in using modern service platforms and reporting tools, such as Zendesk and Power BI.
- You impress with a clear understanding of premium service: digital and effortless where possible – personal and solution-oriented where it matters.
- Empathetic, clear leadership, as well as fluent German and very good English skills round off your profile.
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