Project Manager (f/m/d) Customer Service Integration

at  IONOS

PROJECT MANAGER (F/M/D) CUSTOMER SERVICE INTEGRATION

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.
As a Project Manager in Customer Service Integration, you will be responsible for the planning, coordination and implementation of projects to integrate various customer service processes, systems and technologies. You will work closely with cross-functional teams from different brands and countries to ensure that the projects are executed efficiently and ensure a smooth transition and continuous improvement of the customer experience. Your responsibilities will include managing the entire project lifecycle, from planning to execution and tracking results.

Tasks

• Planning and implementation of integration projects: Leading projects to implement and integrate new customer service processes and tools into existing systems and structures.
• Project coordination: Working with internal and external stakeholders such as customer service teams, IT and external service providers to ensure that all parties work in harmony and project objectives are met.
• Monitoring the progress of the project: Responsibility for adherence to schedules, budgets and quality of project execution. Regular preparation of status reports and communication with management.
• Risk management: Identifying and resolving risks and problems that could have a negative impact on the success of the project.
• Data analysis and optimization: Using analysis tools to evaluate customer experience and performance data to identify and implement improvement opportunities.
• Implementation of best practices: Establishing standardized processes for continuous improvement and ensuring best practices in integration and customer service.
• Change management: Supporting and accompanying the organizational changes associated with the introduction of new systems and processes.

Qualifications

• Education: Degree in business administration, business informatics, project management or a related field. Certification in project management (e.g. PMP, Prince2) is an advantage.
• Experience: Several years of experience in project management, ideally in the customer service industry or in system integration. Experience in leading cross-functional teams is an advantage.

Skills:

• In-depth understanding of project management methodologies (agile and traditional).
• Excellent communication and negotiation skills with the ability to communicate at all levels.
• Analytical and organizational skills to successfully manage complex projects.
• Knowledge of CRM systems and other customer service technologies is an advantage.
• Strong problem solving skills and a high level of initiative.
• High customer orientation and a strong service mentality.
• Ability to work in a team and strong leadership skills to manage interdisciplinary teams.
• Flexibility and the ability to react quickly and make decisions in a dynamic environment.

Benefits

• Hybrid working model with home office option.
• Flexible working hours through trust-based working hours.
• At some locations a subsidized canteen and various free drinks.
• Modern office space with very good transport connections.
• Various employee discounts for activities and products.
• Employee events such as summer and winter parties, as well as workshops.
• Numerous training and development opportunities.
• Various health offers, such as sports and health courses.

Job info
Location: Karlsruhe
Type: Full-time
Category: Project Management / Process Management
Work experience: Professionals
Reference ID: 492
About IONOS
IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a ’one-stop shop’ for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.
We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.

• Planning and implementation of integration projects: Leading projects to implement and integrate new customer service processes and tools into existing systems and structures.
• Project coordination: Working with internal and external stakeholders such as customer service teams, IT and external service providers to ensure that all parties work in harmony and project objectives are met.
• Monitoring the progress of the project: Responsibility for adherence to schedules, budgets and quality of project execution. Regular preparation of status reports and communication with management.
• Risk management: Identifying and resolving risks and problems that could have a negative impact on the success of the project.
• Data analysis and optimization: Using analysis tools to evaluate customer experience and performance data to identify and implement improvement opportunities.
• Implementation of best practices: Establishing standardized processes for continuous improvement and ensuring best practices in integration and customer service.
• Change management: Supporting and accompanying the organizational changes associated with the introduction of new systems and processes