Head of SOHO Customer Operations (gn) Vollzeit/Teilzeit (hybrid)

You will design the service delivery strategy for our micro and small business customers across Europe. In doing so, you will ensure that every digital and personal touchpoint inspires enthusiasm while continuously increasing the profitability of our e-commerce business. You will lead and develop your team of QA managers, customer journey experts, credit managers and business analysts, both professionally and disciplinarily. In doing so, you will embody our leadership principles: Create Clarity, Unleash Energy, Passion for People and Deliver Results. With your own motivation and enthusiasm, you will inspire your employees to give their best every day. For the personal support of our micro and small business customers, you will rely on your operational team of around 35 employees in our international service hub. Customer satisfaction and a genuine customer-first mindset in service delivery are your top priorities. You will work hand in hand with your team and the customer service units of all European business units to ensure that the support provided to our micro and small business customers as well as intraday and interday steering is in line with our SOPs. You will establish data- and KPI-driven customer operations, ensure transparency in customer satisfaction and service performance, and use insights for sustainable optimisation. Your impact will be measured by an increase in customer satisfaction.