Head of Platform Customer Operations (w/m/d) — Galaxus

Full description

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).

Mansioni

• 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
• 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
• 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”
• 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

• 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
• 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
• Design and decision-making leeway: Via our innovation board, everyone has the opportunity to contribute their ideas directly to the management
• Flexible work location / home office: You arrange your working hours and locations individually adapted to you. You can also work from abroad for up to eight weeks a year.
• Values instead of blabla: cooperative, innovative, pirate, self-responsible, ambitious – these five values we all demand and live.
• Uncomplicated: We avoid the unnecessary and focus on the important. From mastering challenges to celebrating our successes.
• Flexibility instead of bending (Office Jobs): In addition to home office possibilities, we allow you up to 8 weeks of workation. In addition, every position is also possible in the 80% amount.
• Boldly think for yourself: We encourage everyone to think for themselves and actively. And love it when you think bravely, newly and differently.
• Flexibility instead of bending (non-office jobs): Every position is also possible in 80%.
• Rapid growth: With us, you are constantly growing and developing. And get EDU points (2'000 CHF for employees in Switzerland, 1'600 EUR for German employees and 700 EUR for our Serbian employees) for your further development, so that you do not stand still.
• 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.

Contatto

Application & Contact Milenija Ristic ## Note for personnel service providers For this position we only consider direct applications.

Grado di occupazione: 941 %