Head of Platform Customer Operations (w/m/d) — Galaxus
- Location
- Zürich
- Contract
- internship
- Posted
- 4 days ago
Role overview
Influenced as Head of Platform Customer Operations The satisfaction and loyalty of our customers like no other role in our company: You are responsible for all the levers for reducing the customer contact rate per order for Switzerland and internationally throughout customer operations (customer service, retail stores and aftersales).
- Influenced as Head of Platform Customer Operations The satisfaction and loyalty of our customers like no other role in our company: You are responsible for all the levers for reducing the customer contact rate per order for Switzerland and internationally throughout customer operations (customer service, retail stores and aftersales).
- You reduce the data-driven need of customers to contact us after orders - through cross-functional cause avoidance along the value chain and increasingly automated 24/7 answering of remaining questions in our online shop
- You work with your peers in Customer Operations to further develop the technological support of our employees to make internal processes easier for employees and the customer experience more convenient and faster.
- Mobile subscription: You (and your friends & family) benefit from discounted conditions on the Galaxy Mobile subscription.
- Employee offers: As an employee, you benefit from special prices (for your own needs) on our entire range
Main responsibilities
- You reduce the data-driven need of customers to contact us after orders - through cross-functional cause avoidance along the value chain and increasingly automated 24/7 answering of remaining questions in our online shop
- You work with your peers in Customer Operations to further develop the technological support of our employees to make internal processes easier for employees and the customer experience more convenient and faster.
- Define together with our software development The roadmap for customer operations and the goals of each initiative to maximize progress towards strategic goals with the available development resources.
- You are responsible for the central Quality & Coaching for all Customer Operations departments and coordinate Standard Operating Procedures, their training and the monitoring of process compliance for consistently excellent service.
- The central management of all repair and service centers of our suppliers and partners at the interface between aftersales and category management also falls within your area of responsibility.
- You also have P&L responsibility for value-added services such as warranty extensions, product insurance and assembly services after purchase
What the company offers
- Mobile subscription: You (and your friends & family) benefit from discounted conditions on the Galaxy Mobile subscription.
- Employee offers: As an employee, you benefit from special prices (for your own needs) on our entire range
- Further benefits Switzerland: Benefit from 25 days of holidays, exclusive employee prices in the shop, mobile, Internet and TV subscriptions at the company rate and other benefits.
Application process
- Deep practical experience as a stakeholder or product owner in agile software development, data science and the application of AI models
- Strong business sense that asks you the most relevant questions, selects the highest return-on-investment projects based on data and allows you to realize maximum impact with a direct “train to the gate” Application & Contact Milenija Ristic
Company and context
- You lead a multi-level organization consisting of a total of around 50 employees consisting of different teams of qualified experts (Business Engineering, Quality & Coaching, Partner Management) at different locations
- You report directly to the Chief Operations Officer and work closely with senior executives across the organization Requirements
- Several years: management of a complex operational service organization or a customer-oriented product development organization
- Long-standing, proven success in managing a complex operational service organization or a customer-oriented product development organization at recognized innovative B2C companies
- Entrepreneurial personality who not only continuously questions the status quo, but also successfully implements changes both on a strategic level and in detail in the customer experience and organization
- Strong in leadership and communication at all levels of the organization, from work level to senior management No education/training required German (flowing) English (flowing) Cosa of friamo
- Holidays: Five weeks holidays per year with the possibility of unpaid holidays
- Individual training: 2,000 Edu Points per year for your self-study and garage projects
- Education and training: Support for external education and training so that you can continuously expand your know-how
- Personal responsibility & freedom: Our working environment is characterized by our values, an open feedback and a positive culture of error
Additional details
- You report directly to the Chief Operations Officer and work closely with senior executives across the organization
- Strong business sense that asks you the most relevant questions, selects the highest return-on-investment projects based on data and allows you to realize maximum impact with a direct “train to the gate”
- Strong in leadership and communication at all levels of the organization, from work level to senior management No education/training required Application & Contact Milenija Ristic
- Note for personnel service providers For this position we only consider direct applications. Grado di occupazione: 941 %
Notes and original content
- for personnel service providers For this position we only consider direct applications. Grado di occupazione: 941 %
- Requirements
- Strong in leadership and communication at all levels of the organization, from work level to senior management
- No education/training required
- German (flowing)
- English (flowing)
- Cosa of friamo
- Application & Contact Milenija Ristic
- Note for personnel service providers For this position we only consider direct applications.
- Grado di occupazione: 941 %
Questions about this listing
What salary does Galaxus offer for this role?
Galaxus lists CHF 117'000 - 180'000 gross per year for this position in Zürich. This is the salary published in the original listing (or, when the employer omits a figure, a realistic estimate for the role and sector) — the calculator on this site converts it to your actual net take-home once cross-border tax and social contributions are applied.
Is this a full-time role, and what type of contract does Galaxus offer?
This listing is a internship position. The contract type shown here comes directly from the employer's original posting; always confirm exact hours, notice period and probation length with Galaxus during the application process, since these details can vary by role even within the same contract category.
Do I need a cross-border work permit for a role in Zürich?
EU/EFTA residents living in the border zone of the country adjoining Canton Zürich can apply for a G permit; the Swiss employer files it with that canton's migration office after the contract is signed. Border-zone rules and processing times vary by neighbouring country and canton, so confirm the specifics with Zürich's cantonal migration office or with HR during the application.
How do I apply for this position at Galaxus?
Use the "Apply now" button on this page — it links directly to Galaxus's original listing at jobs.migros.ch, so your application goes straight to the employer's own applicant-tracking system. Frontaliere Ticino does not collect or forward applications itself.
