Partner Operations Manager (all genders)

About Us

BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 27 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated preliminary revenues of approx. EUR 1,415 million in 2024 and employs around 2,300 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.

BESTSECRET is a members-only off-price fashion platform offering premium and luxury brands to customers across Europe. Our Customer Service is part of the overall product experience - customers expect reliability, clarity and personal care in every interaction.

We operate through several international BPO partners and internal teams. Our goal is consistent service quality: no outliers, no inconsistent handling - every customer receives the same premium experience.

To support this, we are looking for an Operations Manager who ensures daily operational stability across all support channels and external partners.

Your Role

You are responsible for the daily operational performance of Customer Service.

Working closely with Workforce Managers and Operations Managers in our BPO partners, you ensure queues remain under control, service levels are met, and resolutions delight our customers with best-in-class quality standards.

You focus on execution, early risk detection and structured follow-up, keeping operation predictable every day.

Responsibilities

Operational Steering

• Monitor queues across channels (email, chat, phone) and markets
• Detect risks early and initiate corrective actions
• Ensure timely backlog reduction and balanced workload distribution
• Coordinate daily priorities with BPO counterparts

Performance & Service Levels

• Safeguard SLAs and response times
• Follow up on aging cases and resolution speed
• Drive daily and weekly performance reviews with partners
• Track operational KPIs and ensure stable daily performance

Quality & Customer Experience

• Ensure consistent case handling across vendors
• Support calibration and feedback loops
• Analyze recurring handling issues and trigger corrective actions
• Identify and eliminate experience outliers, maintaining quality standards in all interactions

Collaboration & Communication

• Act as main operational contact for partner Operations Managers and WFM teams
• Align on staffing adjustments and priorities
• Support incident handling and peak readiness
• Escalate risks and propose practical solutions

Profile

• 2-4+ years experience in Customer Service Operations, Service Delivery, or BPO environment
• Experience in e-commerce, retail or marketplace environments is a plus
• Comfortable steering operations based on real-time performance indicators
• Structured and data-driven working style
• Clear communicator with pragmatic decision-making approach
• Fluent English (German is a plus)
• Familiarity with ticketing tools (e.g. Salesforce, Zendesk)

At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.

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