Customer Service Manager - Process & Tooling Projects (all genders)

Lead the implementation, rollout, and continuous optimization of new technologies, strategic initiatives, and customer service tools across the customer service ecosystem Own the end-to-end planning, structuring, and execution of strategic projects to improve customer service systems, processes, and operational efficiency Drive the evolution of customer support by translating strategic initiatives into scalable operational solutions Act as the central point of contact between operational stakeholders (Controlling, BPOs, Team Leads) and technical teams (IT, Product, Developers), ensuring clear communication and alignment Analyze operational bottlenecks, gather business requirements, and translate them into actionable project scopes and technical requirements Coordinate testing, documentation, and the rollout of new features and system enhancements, ensuring internal teams and external partners are prepared for change Evaluate new software solutions, external service providers, and digital tools to continuously improve and future-proof the customer service landscape