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

ABOUT YOU; Hamburg; On-site; EUR 70,000 - 100,000; Full time

Job summary

ABOUT YOU is seeking a results-driven Project/Programme Manager to lead the implementation, rollout, and optimization of customer service technologies across the CS ecosystem. You will own end-to-end planning and execution of strategic initiatives to improve systems, processes, and operational efficiency.

You will act as the bridge between business stakeholders and technical teams, coordinate testing and rollout of new features, and evaluate tools to future-proof the customer service landscape.

Qualifications

• Experience in project management or product coordination within Customer Service or E‑Commerce
• Ability to structure workflows, define milestones, and keep multi-disciplinary teams aligned
• Excellent problem-solving skills with a structured, independent approach
• Strong stakeholder management and ability to bridge business and technical teams
• Experience managing multiple stakeholders, priorities, and timelines in a dynamic environment
• Fluent in English and German (written and spoken)
• Completed degree in Business, Technology, or a related field

Responsibilities

• Lead the implementation, rollout, and optimization of new customer service technologies and tools across the CS ecosystem
• Own the end-to-end planning, structuring, and execution of strategic projects to improve CS systems, processes, and operational efficiency
• Translate strategic initiatives into scalable operational solutions
• Coordinate testing, documentation, and rollout of new features and system enhancements
• Evaluate new software solutions, external service providers, and digital tools to continuously improve the CS landscape

Skills

Project management

Product coordination

Analytical thinking

Stakeholder management

Communication skills

Problem-solving

English & German fluency

Education

Degree in Business or Technology

Tools

CRM systems

Ticketing/ routing tools

Automation tools

Job description

Company Description

ABOUT YOU is one of Europe’s fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. This takes more than good ideas. It takes people who take initiative and challenge the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. No long approval chains. Just ownership, trust, and clear responsibility. We work hard, but we also believe in enjoying the ride together - over team lunches, afterwork drinks, company events, or a quick coffee in between meetings. If this sounds like you, ABOUT YOU could be the right place to bring in your perspective.

Job Description

• 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

Qualifications

• Solid professional experience in project management, product coordination, or an analytical/structural role within Customer Service or E-Commerce
• A strong interest in digital tools and a solid understanding of how modern customer service systems (e.g., CRM ticketing, routing, or automation tools) impact operations
• Experience structuring workflows, defining milestones, and keeping multi-disciplinary teams aligned and on schedule
• Excellent problem-solving skills with a structured, independent, and solution‑oriented working style
• Strong stakeholder management and communication skills, with the ability to effectively bridge business and technical teams and explain complex topics to diverse audiences
• Experience managing multiple stakeholders, priorities, and project timelines in a dynamic environment
• Fluent in English and German (both written and spoken) is required
• Completed degree in Business, Technology, or a comparable background, combined with relevant practical experience

Additional Information

Your perks at a glance: Visit our benefits page.

A Place Where You Can Be You

We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.

Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.

What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.