Lead - Customer Service Project Management

On AG; Zürich; Vor Ort; CHF 90’000 - 120’000; Vollzeit

Zusammenfassung

A leading customer service firm in Zürich seeks a Lead HD Project Manager to oversee strategic projects aimed at enhancing operational excellence and customer satisfaction. The ideal candidate has at least 5 years of experience in management consulting and possesses superior analytical skills. This role offers a dynamic environment for those eager to drive change while collaborating with diverse teams.

Qualifikationen

• Proven track record in management consulting or internal strategy role.
• Experience in managing customer service transformation is an advantage.
• Exceptional analytical and problem-solving skills.

Aufgaben

• Lead end-to-end management of strategic projects.
• Collaborate closely with HD leadership to define strategic priorities.
• Prepare high-quality deliverables for senior stakeholders.

Kenntnisse

Analytical skills

Collaborative approach

Proficient communicator

5 years of experience in management consulting

Jobbeschreibung

Lead - Customer Service Project Management

Location: Zurich

Customer Service

In short

Join the Global Customer Service (‘Happiness Delivery’, HD) Transformation Team as a Lead HD Project Management to support the team in translating strategic concepts into tangible results with measurable impact. In this role, you will lead projects from conceptualisation to implementation, collaborate closely with stakeholders across the organisation, and report back on the impact on operational excellence and customer experience. The ideal team member will set new standards, execute flawlessly, and uphold On’s premium positioning.

This role can be based in either our Zürich or Berlin offices.

Your Mission

• Strategic planning: Collaborate closely with the HD leadership to define and deliver strategic priorities that improve operational excellence and customer satisfaction.
• Project delivery excellence: Own the end-to-end management of strategic projects with high impact, from initial conceptualisation to flawless execution, including data-driven reporting.
• Stakeholder alignment: Grasp underlying problems, anticipate stakeholder interests, and align project outcomes across teams and time zones. Prepare/take decisions in project context.
• Organisational transformation: Act as a driver of transformation, ensuring the smooth adoption of new tools, processes, and organisational setups aiming for scalability and operational excellence.
• Executive reporting: Prepare high-quality deliverables for (senior) stakeholders; communicate project progress, insights, and recommendations clearly and effectively.

Image gallery

Your story

• A highly motivated, collaborative, and entrepreneurially-minded individual eager to challenge the status quo.
• Proven track record: 5 years of proven experience in management consulting or internal strategy role. Experience in managing customer service transformation is an advantage.
• Analytical skills: Superior analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
• Growth mindset: A strong affinity for driving change in a fast-paced, diverse, and multinational environment.
• Collaborative approach: You\'re an excellent team player, yet capable of working independently to deliver work with limited guidance.
• Proficient communicator: Excellent written and verbal communication skills, including experience with senior management. English is required, and any additional language is a plus.