Head of Partner Care Operations (all genders) - Partner Services

28 Oct 2022
07 Jan 2023
Customer Service
As Head of Partner Care, you will be responsible for designing, implementing and constantly improving our approach of supporting our partners, in a scalable way. You will accomplish this by identifying common pain points and defects shared by our Partners and working in collaboration with different functions to bring standardised and scalable solutions that target the root of issues and systematically resolve them. Planning, securing and tracking resources will be an essential part of your responsibilities.

Driving real time management of Operations is your passion, as well as envisioning, designing and driving change through the implementation of complex projects, always with the end result in mind: improving Partner Care in a sustainable way.
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: https://corporate.zalando.com/en/diversity-inclusion
Our employee resource groups: https://corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups
  • You have relevant experience designing the Partner Care experience. Including, but not limited to: decision on channels to use, tooling, scope, service level agreements and tone of voice
  • You have relevant experience managing operational customer service teams, B2B experience a plus, e.g. you have relevant experience in operational roles in management positions such as a Head of Customer/Partner Care or comparable departments/responsibilities
  • You are experienced in successfully leading others in an Operations environment
  • You have driven change in the past, while at the same time, have run Operations efficiently (real time Operations management vs. driving long term projects)
  • You have experience working on tooling landscape that enables customer/partner services. Salesforce experience is a plus
  • You have the analytical skills and the ability to manage complexity, with the purpose of delivering higher quality service while reducing cost-to-serve. You have been a leader of transformational projects, where using analytical skills were relevant for decision making
  • You are experienced in resource planning for delivering business objectives and service level agreements
  • You have experience in managing broad stakeholder structures across several teams and business units. You're able to adapt and succeed in a changing environment
  • You possess excellent communication skills and you use them to move the company forward: you can present with clarity your ideas, verbally and in writing and facilitate decision making in a timely manner. Fully fluent in English, German is an advantage but not required
  • With our Partners at the center, you will have the opportunity to define the best strategy to provide Partners with support, in a scalable way, and to set the team in motion to execute it flawlessly
  • You will have the opportunity to challenge the status quo and be the Voice of the Partner across the organisation
  • You will have the opportunity to further develop your leadership skills by working in a cross-functional environment, developing your team and influencing senior management
  • You will be an essential contributor as part of the Partner Services Operations leadership team
  • You will be responsible for reaching financial objectives by analysing performance; preparing annual budget; analysing variances & initiating corrective actions supported by controlling resources
  • You will implement a culture of operational excellence to achieve business goals while improving efficiency
  • You will use Partner Insight and Root Cause Analytics to identify company wide improvements and present these to senior stakeholders
  • You will work with an extensive network of peers and stakeholders in the areas of Commercial, Finance, Operations, Customer Service
Zalando provides a range of benefits, here's an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
  • Employee shares program
  • 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners
  • 2 paid volunteering days a year
  • Hybrid working model, with flexible hours and up to 60% remote
  • Work from abroad for up to 30 working days a year
  • 27 days of vacation a year to start
  • Relocation assistance available (subject to prior agreement)
  • Family services, including counseling and support
  • Health and wellbeing options (including Gympass)
  • Mental health support and coaching available
It's the perfect time to join Zalando's journey, from being a pioneer in the world of e-commerce, to becoming the Starting Point for Fashion in Europe. We connect customers, brands, and partners across 25 markets.

Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 49 million active customers.

Our values: https://jobs.zalando.com/en/our-founding-mindset

do.More - our sustainability strategy: https://corporate.zalando.com/en/our-impact/domore-our-sustainability-strategy

Follow us on Instagram: instagram.com/insidezalando

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

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