Customer Operation Manager

Role purpose

Lead the Vodafone Automotive operational organization delivering Telematics services in Germany and Austria, to achieve market share, net promoter score, revenue and profit targets.

Key accountabilities and decision ownership

• Lead and develop customer and third party SOC operations, and support administration teams to deliver compliant end to end service, quality and operational excellence.
• Accountable for service, procurement and finance operations procedures, escalation processes, quality frameworks, and customer & LEA interaction workflows.
• Own and deliver all operational KPIs and SLAs, ensuring performance meets or exceeds agreed standards.
• Drive NPS improvements, first-contact resolution, and overall customer satisfaction across all touchpoints.
• Ensure effective renewal penetration by leveraging data insights, proactive outreach, and customer‑centric engagement.
• Use data to identify process inefficiencies and deliver Lean‑based improvements that enhance customer experience and reduce operational cost.
• Champion a culture of coaching, performance management, empowerment, and continuous development.

Core competencies, knowledge and experience

• Experience of running a service delivery organization
• Strong commercial management skills including contractual and commercial negotiation experience.
• Ability to interact with large customers and proven capability to manage complex projects
• Understanding of the Telematics market, would be an advantage

KPIs

• B2C NPS, Touch Point and rB2BNPS
• Service SLAs, ie Call waiting times
• Revenue Targets ie Service renewal rate
• Digital Interactions vs Target
• EXX -employee engagement index > 75

Must have technical / professional qualifications

• Experienced in using Salesforce, or similar CRM
• Experienced in using Qlik or similar reporting tool
• Financially literate

Inclusion Statement

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your experience doesn’t align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.