Customer Service Operations Manager (m/f/d)

J&T Express Germany GmbH; Nieder-Olm; On-site; EUR 75,000 - 110,000; Full time

Benefits offered by this job

Growth opportunities

Multicultural environment

Ownership culture

Competitive compensation

Job summary

J&T Express Germany GmbH is seeking a Customer Service Operations Manager to lead outsourced CS teams in Germany, driving efficiency, performance and high customer satisfaction. The role focuses on process optimization, KPI monitoring, and incident management across cross-functional delivery and operations teams.

The ideal candidate has 3+ years in CS operations or BPO, strong forecasting and staffing skills, and fluency in German and English.

Qualifications

• 3+ years in customer service operations management, call center management, or BPO operations.
• Strong forecasting, scheduling and staffing capabilities.
• Experience in managing outsourced customer service teams and monitoring performance.
• Strong analytical, problem-solving and decision-making skills.
• Proven ability to handle complex escalations and critical customer situations.
• Experience in developing and optimizing customer service processes and operational structures.
• Structured, proactive and solution-oriented working style with ownership.
• Fluent German and English (written and spoken).
• Chinese (Mandarin) is a strong plus for communication with international teams.
• Experience in logistics, e-commerce or express delivery is advantageous.
• Experience building or scaling customer service operations from scratch is a strong plus.

Responsibilities

• Manage and oversee daily outsourced customer service operations for efficiency and quality.
• Monitor KPIs and SLAs, implementing improvements as needed.
• Handle complex customer cases and escalations with timely resolution.
• Develop and optimize customer service processes, workflows, and SOPs.
• Analyze data to identify performance gaps and drive improvements.
• Coordinate training and coaching for outsourced teams.
• Oversee workforce planning, scheduling and staffing.
• Collaborate with operations, last-mile teams and stations to resolve issues.
• Ensure compliance with policies and service standards and manage incidents.
• Support development and scaling of customer service operations in Germany.

Skills

Workforce management

Call center management

Outsourced teams

Analytics

Problem solving

Decision making

Ownership

German

English

Job description

J&T Express is one of the fastest-growing international logistics companies, operating across Asia, the Middle East, Europe, and Latin America. As we continue our rapid expansion in Germany, we are strengthening our operations and creating exciting opportunities for people who want to make an impact from day one.

Join J&T Express at an exciting stage of our growth journey. To strengthen our customer service operations in Germany, we are looking for an experienced and results-driven Customer Service Operations Manager (m/f/d) to oversee our outsourced customer service teams, drive operational excellence and ensure a consistently high level of customer satisfaction.

Your Responsibilities

• Manage and oversee daily BPO customer service operations to ensure efficiency, service quality and consistent performance
• Monitor operational KPIs and SLAs and implement measures to continuously improve service performance
• Handle complex customer cases and critical escalations, ensuring timely resolution and effective follow-up
• Develop and optimize customer service processes, workflows, SOPs and communication guidelines
• Analyze customer service data, identify performance gaps and implement improvement initiatives
• Coordinate training and coaching activities to support the development of outsourced customer service teams
• Oversee workforce planning, scheduling and staffing to ensure efficient resource allocation
• Collaborate closely with operations, last-mile delivery teams and local stations to resolve customer and delivery-related issues
• Ensure compliance with internal policies, compensation guidelines and service standards
• Identify operational risks and manage critical incidents, including potential reputational issues
• Support the development and scaling of customer service operations in Germany

Your Profile

• At least 3 years of experience in customer service operations management, call center management or BPO operations
• Strong understanding of workforce management, including forecasting, scheduling and staffing
• Experience in managing outsourced customer service teams and monitoring operational performance
• Strong analytical, problem-solving and decision-making skills
• Proven ability to handle complex escalations and critical customer situations
• Experience in developing and optimizing customer service processes and operational structures
• Structured, proactive and solution-oriented working style with a strong sense of ownership
• Fluent German and English, both written and spoken, are required
• Chinese (Mandarin) language skills are a strong plus, particularly for communication with international teams and stakeholders
• Experience in logistics, e-commerce or express delivery is an advantage
• Experience in building or scaling customer service operations from scratch is a strong plus

What We Offer

• A responsible management role in a fast-growing international logistics company
• A dynamic and multicultural working environment
• Short decision-making processes and a high level of ownership
• The opportunity to actively shape and develop customer service operations in Germany
• Professional development and career growth opportunities
• Competitive compensation, bonus programs and additional benefits

Ready to Grow With Us?

If you have experience in customer service operations, enjoy improving processes and are ready to take responsibility for operational performance and customer satisfaction, we would be happy to hear from you.