Operations Manager Customer Care (all genders)

Recruiter
Zalando
Location
Berlin
Posted
02 Nov 2022
Closes
28 Dec 2022
Ref
4649859
Function
Customer Service
Level
Manager
THE ROLE & THE TEAM
As Operations Manager Customer Care (all Genders) you have the responsibility for several country markets in terms of performance and customer experience. You contribute to strategic initiatives and their execution and constantly optimize the service proposition for customers and partners.
INCLUSIVE BY DESIGN
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
WHY YOU SHOULD BE INTERESTED
  • Be responsible for selected markets in terms of performance and customer experience and optimize service propositions for customers and partners. Additionally, contribute to strategic initiatives and their execution
  • Identify defects and improvement opportunities along all touch-points and drive mitigation of customer facing issues
  • Challenge the status quo, especially with regard to customer experience, organizational setup and business performance in your respective area of responsibility and beyond
  • Lead a team of 2 direct reports and up to 100 indirect reports and develop their skills as well as the team as a whole
WE'D LOVE TO MEET YOU IF
  • Extended experience in an operational role on a high scale as well as in managing customer service teams
  • Dynamic leadership, with the ability to motivate and develop several teams. You prioritize and support them in operational and analytical dimensions and find opportunities for the teams to learn from each other
  • A sparringspartner for peers with the ability to adapt to different audiences. You are able to create team spirit as the basis for high performing teams
  • Strong communication skills in English
ZALANDO BENEFITS
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

Wellbeing
  • 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

Flexibility
  • Flexible working hours
  • Relocation assistance available - subject to prior agreement
  • 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

Financial
  • 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

Family
  • 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
ABOUT ZALANDO
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 49 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.

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

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

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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