Senior Operations Performance Manager (m/w/d)
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Job description
About the Position
Senior Operations Performance Manager (m/w/d)
- Type: Vollzeit
- Department: Customer Service
- Company: SXT Telesales GmbH
About the Role
As a Senior Operations Performance Manager, you will be the driving force behind the performance of our external service providers in the Customer Service department. You will be responsible for the entire performance lifecycle: from quality assurance and employee development management to escalation management and cost control. You will ensure that our partners not only meet expectations but continuously set new standards. As a reliable interface between SIXT and its service providers, you will translate performance data into concrete improvement measures, directly influencing customer satisfaction and operational excellence.
Responsibilities
- Oversee and ensure that service providers meet all qualitative requirements, including SLA validation, implementation, and review of qualitative KPIs, and regular benchmarking against agreed criteria.
- Ensure that service providers employ qualified and well-trained personnel capable of delivering high-quality service, including monitoring agent performance, identifying training gaps, and ensuring effective upskilling programs.
- Ensure that service providers maintain robust escalation processes to resolve issues quickly and effectively, including reliable complaint processes and frameworks for managing customer satisfaction.
- Ensure that high-quality services are delivered within the agreed budget; actively identify cost-saving opportunities without compromising quality, ensuring that billing processes are seamless, traceable, and fully documented.
- Analyze and interpret performance and cost data, recognize trends early, optimize demand planning, and support data-driven decisions to improve service quality and pricing.
- Maintain strong, trust-based relationships with service providers through continuous communication and collaboration, ensuring that SIXT standards and strategic goals are fully shared and implemented.
Requirements
- BPO Expertise: You have 5+ years of experience in operations management, vendor performance, or service delivery in the BPO or customer service environment. You know the mechanisms of external service provider structures from practice and know how to drive performance improvements directly on-site.
- Performance & Quality Orientation: You think in KPIs and results, not just processes. You can design, introduce, and monitor quality frameworks that hold service providers accountable and continuously improve performance.
- Stakeholder & Communication Management: You communicate confidently and convincingly, even at the interface of many teams. You work closely with internal CS hubs, training, and quality teams, and bring different stakeholders clearly and effectively into line.
- Analytical & Technical Skills: You master the entire performance data cycle, from interpreting agent-related metrics to recognizing systemic trends. You think ahead and recognize problems before they escalate. You are proficient in Excel and comfortable with the entire MS Office Suite.
- Mobility & Languages: You are open to occasional business trips to service provider locations, cross-team meetings, or on-site performance reviews. You speak fluent English; German is a strong plus.
We Offer
- Extra Benefits: Benefit from discounts on SIXT rent, share, ride, and SIXT+ (car subscription), attractive vehicle leasing offers, and exclusive deals with partners for travel, technology, fashion, and more.
- AI Excellence: With Claude by Anthropic and SIXTgpt, our own AI platform, you will work with cutting-edge AI tools from day one. We give you the freedom to explore new technologies, continuously build your expertise, and use AI to work faster, smarter, and with more impact.
- Mobility Power: We provide a monthly allowance to contribute to your individual mobility.
- Future Plus: We support your pension and assist you with capital-forming benefits to ensure you are optimally covered.
- Flexibility: Enjoy 30 days of vacation and a hybrid work model with flexible hours.
- Heart Matters: Take a day each year to volunteer at a charitable organization dedicated to the welfare of children.
About the Company
We are a leading global mobility service provider with a turnover of 4.3 billion euros and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (taxi, ride, and chauffeur services), SIXT+ (car subscription), and gives our customers access to our fleet of 360,000 vehicles, the services of 4,000 partner companies, and around 5 million drivers worldwide. Together with our franchise partners, we are present in more than 100 countries at 2,000 rental stations. At SIXT, a first-class customer experience and outstanding customer service are our top priorities. We believe in true entrepreneurship and long-term stability and align our corporate strategy with foresight. Start with us and apply now!
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