Customer Service Manager - Process & Tooling Projects (all genders)
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Job description
About the Position
Customer Service Manager - Process & Tooling Projects (all genders)
ABOUT YOU
Hybrid | Hamburg, Germany | Experienced
About the Position
We are looking for a Customer Service Manager - Process & Tooling Projects (all genders) to join our team at ABOUT YOU in Hamburg, Germany. This is a full-time, hybrid role starting immediately.
About our Business Department
In our Business unit, ideas don't stay ideas for long. We work on what moves ABOUT YOU forward. From strategy to day-to-day operations, from numbers to people. We sit close to the core of the company, connecting the dots, making sense of the data, and turning plans into action. Business here means understanding how everything links together. It means making decisions. A lot of them. And those decisions set the direction.
Responsibilities
- Lead the implementation, rollout, and continuous optimization of new technologies, strategic initiatives, and customer service tools across the customer service ecosystem.
- Own the end-to-end planning, structuring, and execution of strategic projects to improve customer service systems, processes, and operational efficiency.
- Drive the evolution of customer support by translating strategic initiatives into scalable operational solutions.
- Act as the central point of contact between operational stakeholders (Controlling, BPOs, Team Leads) and technical teams (IT, Product, Developers), ensuring clear communication and alignment.
- Analyze operational bottlenecks, gather business requirements, and translate them into actionable project scopes and technical requirements.
- Coordinate testing, documentation, and the rollout of new features and system enhancements, ensuring internal teams and external partners are prepared for change.
- Evaluate new software solutions, external service providers, and digital tools to continuously improve and future-proof the customer service landscape.
Requirements
- Solid professional experience in project management, product coordination, or an analytical/structural role within Customer Service or E-Commerce.
- A strong interest in digital tools and a solid understanding of how modern customer service systems (e.g., CRM ticketing, routing, or automation tools) impact operations.
- Experience structuring workflows, defining milestones, and keeping multi-disciplinary teams aligned and on schedule.
- Excellent problem-solving skills with a structured, independent, and solution-oriented working style.
- Strong stakeholder management and communication skills, with the ability to effectively bridge business and technical teams and explain complex topics to diverse audiences.
- Experience managing multiple stakeholders, priorities, and project timelines in a dynamic environment.
- Fluent in English and German (both written and spoken) is required.
- Completed degree in Business, Technology, or a comparable background, combined with relevant practical experience.
We Offer
- Join a dynamic and innovative team at ABOUT YOU.
- Opportunity to work in a hybrid role from Hamburg, Germany.
- Be part of a company that values acceptance, inclusion, and a fairer approach to fashion.
About the Company
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.
© About You. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
ABOUT YOU is one of the fastest growing eCommerce companies in Europe and Hamburg’s first unicorn with a value of more than USD 1 billion. Our newest product the ABOUT YOU CLOUD a Infrastructure for High Scale eCommerce; ABOUT YOU CLOUD is an api based and enterprise ready infrastructure solution. Designed for ambitious eCommerce companies with +100m revenue.As a fashion and technology corporation, along with our strong team, our ambition is to digitalize the classic shopping stroll by creating an inspiring and personalized shopping experience on the smartphone. This is why we created ABOUT YOU, a shopping destination where people can discover fashion that really fits their personality from a range of more than 1.200 brands. With its consistent focus on personalization, inspiration and mobile shopping, ABOUT YOU has created sales in excess of €461 million in the fifth fiscal year 2018/19 and is now one of the largest fashion e-tailers in Germany.5 years old — 7 markets in 4 years 461 million EUR revenue in fiscal year 2018/19 > 1 billion USD company value > 500 employees from over 30 nationalitiesShort Video about us:www.youtube.com/... _continue=1&v=acYbrTxdZtIaboutyou.com&cloud.aboutyou.com
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