Head of Customer Service DACH (gn) full-time / part-time (hybrid)

In this role you will lead the SME Customer Service Team DACH to deliver stable, efficient, and high-quality service. You will drive data-informed decisions using KPIs and continuously improve processes, structures, and systems. You will shape the customer experience across the lifecycle and champion AI-powered service solutions, including automation and self-service. Your leadership will enable organizational transformation, scalable practices, and lasting change in a dynamic, agile environment. This is a opportunity to influence how DKV Mobility supports customers across Europe while advancing a sustainable mobility mission.

• flexible working hours
• home office
• health management
• parent-child offices
• eBike leasing via Jobrad
• team-oriented culture

• Operational management of the SME Customer Service Team DACH with focus on stability, efficiency and service quality
• Use KPIs to steer the organization and make data-driven decisions
• Drive process, structure and system landscape improvements
• Maintain deep understanding of customer experience across the lifecycle
• Advocate and implement AI-powered customer service solutions (automation, self-service, agent-assist)
• Lead transformational initiatives, scale best practices, and embed lasting change

• extensive experience leading large customer service organizations or similar operational functions
• strong KPI focus and data-driven mindset
• ability to drive transformations and change across organizations
• deep understanding of customer experience across the lifecycle
• passion for AI-powered customer service solutions and experience with automation/self-service/agent-assist
• excellent German and English language skills
• clear communication and pragmatic execution style
• strong leadership and influence skills

• leadership
• communication
• change management
• AI-powered customer service solutions
• automation
• self-service