Senior Manager Process Excellence - Loss and Damage Claims (m/w/d)

25 May 2022
05 Jul 2022
As Senior Manager Process Excellence - Loss and Damage Claims (f/m/d) you pay close attention to process details and focus on achieving an excellent process output in regards to claims towards carriers for lost and / or damaged parcels. You will become highly knowledgeable on all aspects of loss and damage claims and will be the go-to person for support, insights and process improvements on that matter for several departments and business areas while always taking into account what drives them the most and by actively seeking different perspectives and using feedback constructively to solve critical issues.

You will have the opportunity to bring in your own ideas and vision for creating new processes and responsibilities to potentially support the expansion of the team, once you have successfully demonstrated the positive business and financial impact of the new claims-related processes.
At Zalando, our vision is to be the starting point for fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you're great for this role, so please avoid including your picture, age, and marital status in your CV as well.

We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy:
Our employee resource groups:
  • You'll establish a process for investigating and disputing claims for lost and / or damaged parcels that have been rejected by transport service providers to identify causing the party and potentially increase refund payments
  • You'll create reports on refunds received per carrier vs. financial losses due to any transport-related claims to guarantee transparency on financial impact of lost or damaged parcels
  • You'll create and agree a process with the customer service department for feedback loops on quality checks and error rates in relation to claims records
  • You'll automate reports and processes to do more with less and save resources
  • You completed Bachelor's or Master's degree in Economics, Business, Process Design or a similar subject.
  • You have 4+ years professional experience working on projects, process optimization, process automation across different departments or in similar positions
  • You are a quick thinking and proactive attitude, which also means you keep on top of things in a fast-paced environment, while embracing collaboration - ability to work in a team, but also great self-responsibility required
  • You built your experience in process visualisation using Signavio is a plus, great logical thinking and experience at communicating with different stakeholders
  • You are experienced with Lean Management or Six Sigma methods
  • You posses excellent communication skills, written and oral, in English and German with the ability to engage with teams at various levels (Sr. Management to C level).
Career Development
  • We offer peer-to-peer performance reviews twice a year
  • Learn and develop through our extensive Zalando training platform
  • Join regular all-hands, team meetings, Q&A-sessions, and quarterly anonymous employee surveys to ask your questions and provide your feedback
  • Support from an international team of experts; mentoring and professional development opportunities

  • 2 days paid leave per year for volunteering
  • Minimum of 27 holiday days per calendar year
  • Online sports courses, wellbeing, and nutrition advice offered by Humanoo personal wellbeing coach app
  • Mental wellbeing support by our Employee Assistance Program and professional consultants to help you find health resources

  • Flexible working hours
  • Relocation assistance available for internationals
  • Home office equipment available for hybrid working, to support you working from home
  • Hybrid working model with 60% remote per week
  • Opportunity to work from abroad for 30 (working) days per calendar year

  • Access to the employee shares program
  • 40% shopping discount on products shipped and sold by Zalando, and 30% discount on Zalando Lounge
  • Discounts from a wide range of external partners

  • Employee parents' forums and employee resource group
  • Supported transition into and out of parental leave, with a buddy and re-onboarding plan
  • 3 fully-paid child sick days per year
  • Free counselling, assistance, and referral service for all matters concerning yourself and your family via the F├╝rstenberg Institute
It's the perfect time to join Zalando on our journey, from being a pioneer in the world of e-commerce, to the starting point for fashion in Europe. We connect customers, brands, and partners across 23 markets.

Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 46 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.

Our values:

do.More - our sustainability strategy:

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Please note that all applications must be completed using the online form - we do not accept applications via email.

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