Project Leader or Principal, Operations - Enterprise Operations and Customer Service

In this role, you will lead high-impact consulting engagements focused on Customer Service and Order-to-Cash (O2C) operations. You’ll design and implement new operating models, drive digital and AI-enabled transformations, and manage senior-level client relationships. You will guide teams, foster collaboration, and contribute to business development and thought leadership. This role offers the chance to shape scalable, people-centric service operations for top clients and impact performance at scale.

• Lead and deliver consulting projects in Customer Service and O2C from design to implementation
• Develop strategies to improve service performance and operating models, driving digital/AI transformation
• Manage senior client relationships and align recommendations with strategic objectives
• Coach teams and foster cross-functional collaboration throughout projects
• Contribute to business development, proposals, and client presentations
• Shape intellectual capital through methodology, tools, and thought leadership in customer service and contact center operations

• 7–10 years of relevant experience in large-scale customer service or O2C transformations
• Proven expertise in Customer Service, Contact Center, or Back-Office operations with process improvement and digital/AI levers
• Strong understanding of transformation topics like demand management, digital migration, workforce optimization, and performance steering
• Track record of leading change in complex, people-rich environments with measurable impact
• Excellent communication and stakeholder management, engaging senior executives
• Strong analytical and conceptual thinking for innovative business models and operating strategies
• Fluent German and English (C1 each)

• leadership
• stakeholder management
• communication
• process improvement
• digital transformation
• AI-enabled levers