Business Process Owner (m/f/d) Customer Care Center

Schindler Group; Berlin; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading global elevator and escalator manufacturer in Berlin is seeking a Business Process Owner for their Customer Care Center. This role involves defining global strategies, leading innovation projects focused on AI, and enhancing customer experience across regions. The ideal candidate will have several years of experience in service operations, a degree in engineering or business, and excellent communication skills. The position offers a competitive salary and a dynamic work environment.

Leistungen

Individual feedback and training measures

Company events and team celebrations

Diversity and culture initiatives

Well-being support services

Employee discounts through corporate programs

Qualifikationen

• Several years of experience in service operations, ideally in a customer-facing role.
• Experience with integrating new technologies in previous projects.
• Familiarity with contact center operational processes and performance metrics.

Aufgaben

• Define and evolve the global strategy for Customer Care Centers.
• Lead global projects focused on new technologies like AI and automation.
• Monitor performance metrics and share best practices across regions.

Kenntnisse

Service operations experience

Leadership skills

Strategic thinking

Excellent communication skills

AI and automation knowledge

Cross-cultural team experience

Customer contact center familiarity

Project management skills

English language proficiency

German language skills

Ausbildung

Bachelor's or Master's degree in engineering or business

Jobbeschreibung

Our elevators, escalators, and moving walks safely transport more than two billion people up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. By joining us, you help shape the future and continue our rich legacy that started back in 1874.

Business Process Owner (m/f/d) Customer Care Center

What you can expect from us:

The BPO Customer Care Center is responsible for shaping and executing the global strategy for all customer care centers within the organization. This role ensures alignment across regions while fostering innovation, operational excellence, and customer-centric transformation. As a global leader in the matrix setup, the position involves close collaboration with regional customer care center managers, group departments, and development teams to define priorities and drive strategic initiatives. A key focus is on enhancing customer experience, strengthening retention, and building a scalable outbound capability to support commercial growth. The role also leads global AI-driven innovation projects to future-proof operations and elevate service quality.

You will be responsible for the following tasks:

• Define and evolve the global strategy for CCCs in alignment with corporate goals (with a focus on efficiency and task consolidation and outbound sales enablement)
• Prioritize initiatives and set global standards in collaboration with regional managers.
• Ensure consistent governance and performance tracking across all regions.
• Lead global strategic projects focused on new technologies with strong focus on AI and automation to elevate service quality and efficiency.
• Identify and implement next-generation technologies to future-proof CCC operations.
• Collaborate with internal tech and innovation teams to pilot and scale AI solutions.

Stakeholder Engagement & Communication

• Maintain regular exchange with regional CCC managers to gather insights and align on priorities.
• Act as the central point of contact for group departments and development teams.
• Facilitate cross-functional collaboration and ensure transparent communication.
• Conduct workshops and meet CCC managers in person to gather frontline feedback.

Operational Excellence & Best Practices

• Monitor global performance metrics and identify areas for improvement.
• Share best practices and success stories across regions to foster continuous improvement.
• Support local teams in implementing global initiatives effectively.

What makes you special:

• Bachelors or Masters degree, preferably in engineering or business
• Several years of experience in service operations, ideally in a customer-facing or service management role
• You successfully integrated new technologies in your previous projects and have a strong interest in innovation, particularly in areas like AI and automation
• Working experience in a matrix organization with cross-functional and cross-cultural teams is an advantage
• Familiarity with customer contact center environments, including understanding of operational processes and performance metrics
• Excellent English language skills (at least C1), German language is an advantage
• Strategic thinking with a hands-on, execution-oriented mindset
• Excellent communication and project management skills
• Strong leadership and influencing capabilities

What’s in it for you?

• Company events: Celebrate great occasions with the Schindler team, such as the Schindler summer festival, a Germany-wide football tournament, and much more
• Grow individually and as a team: We support you as you start your new job, providing individual feedback and professional and personal training measures (both national and international programs)
• Working environment: As a multiple award-winning "Top Employer," we offer you a job in a future-oriented and crisis-proof industry, with a diverse range of products and an attractive, performance-based salary
• Values and culture: We treat everyone with respect, prioritize our employees, and support them in reaching their goals
• Diversity: We promote a culture of diversity - our code of ethics, regular training, and clear processes form the basis for our open, respectful, and appreciative cooperation
• Well-being: We offer a free family service to support you in all situations, from advice to arranging on-site help
• Employee discounts: Benefit from various discounts through our corporate benefits program

Become part of our team, help us enhance quality of life and drive innovation while raising the bar for safety and sustainability. We value your diverse skills and perspectives as together we shape the sustainable cities of today and tomorrow.

Are you ready to embark on a new path? Join #TeamSchindler! For further questions, Vladislav Hackenberg, Schindler Digital Innovation GmbH, is happy to assist you at ([phone]. For more information, visit our career website.

We value inclusion and diversity, and practice equity to create equal opportunities for all. We endeavor that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health or disability.

Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.