Customer Care Continuous Improvement and Systems Manager

To support our Customer Care team we are searching for a Customer Care Continuous Improvement and Systems Manager to be based in our Munich office.

WHAT YOU WILL DO

• Analyse workflows, standard operating procedures (SOPs), and performance data to identify process inefficiencies, opportunities for improvement and automation.
• Partner with multiple stakeholders to optimise tools and systems used by Customer Care (e.g. CRM platforms, JIRA integrations, ERP systems).
• Manage the implementation and adoption of new technologies within Customer Care.
• Design and implement process improvement initiatives that enhance service quality and agent experience.
• Communicate updates, insights, and success metrics to all relevant teams.
• Create clear, engaging documentation, including process maps and customer communication templates.
• Partner with stakeholders to design and deliver effective training for new system rollouts and process updates.
• Monitor and report on the impact of improvement initiatives through key performance indicators (KPIs) and feedback loops.
• Act as a bridge between customer-facing teams and support functions to ensure feedback drives meaningful change.

WHO YOU ARE

• Proven experience in analysing and improving processes, tools, or systems.
• Experience with Lean, Six Sigma, Change Management or other continuous improvement methodologies.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proactive and self-driven mindset with a strong sense of ownership and accountability to deliver projects simultaneously to deadlines, and you deliver results
• Critical thinker and creative problem-solver
• Excellent written and verbal communication skills in the English language
• Excellent communication and stakeholder management skills.

WHAT WE OFFER

• Up to 32 days of holiday, depending on the length of service, starting with 28 days
• Mobile office with up to 20% of your total contracted hours (job and position permitting)
• 10 days/year of mobile office abroad in EU-countries (job and position permitting)
• Language & e-learning courses
• Staff discount of up to 30%
• Company pension scheme
• Discounted membership for selected sports platforms & gyms
• Discounted travel card
• Access to LinkedIn Learning
• Individual support on mental health & well-being (e.g. compatibility work and family life)
• Social Day
• Employee Share Purchase Plan

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