Yoummday - Berlin - Global - IT & Technology
To set up and further develop a customer service project for one of our clients, we are looking for a (Senior) Project Lead / Operations Manager (m/f/d) to join our headquarters in Munich or our offices in Berlin or Halle in a hybrid model as soon as possible. In this position, you build processes and structures from scratch, take full end-to-end ownership of the project, lead several Team Leads and actively drive the further development of our entire operations setup.
Your Tasks
Building and further developing scalable processes and operating models along the entire customer journey
End-to-end responsibility for the project, including performance management, as the central point of contact for our clients
Managing client relationships and stakeholders confidently, including handling escalations
Leading and developing Team Leads as well as permanent and freelance team members
Steering the project via KPIs, dashboards and quality criteria and turning insights into concrete measures
Close collaboration with Recruiting, Training, Quality and Tech
Actively shaping the strategic development of our operations setup
Your Skillset
Proven experience in operations or project management, including building projects, structures or processes from scratch, not just running existing ones
Leadership experience, ideally including leading other leads or remote teams
Entrepreneurial thinking and decisiveness, even in dynamic situations
Hands-on mentality combined with high standards for quality and efficiency
Strong analytical skills and a solid understanding of KPIs
Clear, reliable communication in German and English
Ideally a business-related academic background
Your Success Goals in the First Year
Establishing and stabilizing the Team Lead structure for the project
Defined and documented processes along the customer journey
Achieving the agreed KPI targets (e.g. customer satisfaction, efficiency)
Your Winning Deal
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