EMP Customer Service Design Manager (m/f/d)

Edri; Essen; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Performance bonus

Company pension

Training budget

Workation in EU

Job summary

Edri is seeking an experienced Senior Customer Service Operations lead to develop and implement cross-country EMP service processes, blending automation with human support. You will align with Global and National Operations, define standards, and design an AI-assisted service model to improve reliability and customer experience.

You will coordinate with partners on complex cases, establish a knowledge base, and ensure service readiness for launches, all while using KPIs to drive continuous

Qualifications

• Several years of experience in customer service management or service operations for digital products.
• Proven ability to implement cross-country service processes.
• Experience working with external service partners and ensuring quality standards.
• Familiarity with AI-assisted customer service and automation.
• Data-driven with KPIs like resolution rate, handling time, and CSAT.

Responsibilities

• Develop cross-country EMP service processes and coordinate market implementation.
• Define service standards, responsibilities, and escalation paths, considering local languages and structures.
• Design an AI-supported service model with self-service and automation.
• Coordinate with partners for complex cases and incidents.
• Establish a knowledge base and training processes.
• Support product launches and ensure service readiness.
• Analyze KPIs and feedback to improve processes and the product.
• Add operational requirements to the product backlog for root-cause fixes.
• Coordinate service handling during incidents with multiple teams.

Skills

Customer service management

Service operations

AI-enabled service

KPI driven

Multilingual communication

Tools

Ticketing systems

Knowledge management

Job description

Your mission

Purpose of the Position
You ensure that our customers can use our international E-Mobility offering reliably and receive fast, effective support when they have questions or encounter problems.
To achieve this, you develop the EMP-specific customer service and operations processes and embed them in the national and regional Operations units together with the Global Head of Operations. You combine a high degree of automation with clear escalation paths and reliable human support for complex cases and emergencies.

Your Responsibilities

• Develop cross-country EMP service processes—from registration and payment queries to charging issues and complaints—and coordinate market implementation
• Together with Global- and the National Operations, define service standards, responsibilities, and escalation paths, considering local languages, requirements, and operating structures
• Together with the AI Unit, design an AI-supported service model combining self-service, automation, and reliable handover to employees
• With Operations units and service partners, ensure clear contacts and coordinated processes for complex cases and emergencies
• Define requirements for the service organization and work closely with Global Operations on their implementation
• Establish a knowledge base and training processes that provide teams, partners, and AI systems with consistent, up-to-date information
• Support product, feature, and country launches and ensure service readiness with the teams involved
• Analyze service KPIs, customer feedback, and recurring errors to improve processes, knowledge resources, and the product
• Add operational requirements to the product backlog and work with Product Management to resolve root causes sustainably
• In case of an incident, coordinate service handling and customer communication with Operations, Development, and other functions

Your profile

• You have several years of experience in customer service management, service operations, or a comparable role for digital products and services
• You have established or further developed service processes and can implement them across multiple teams, organizational units, or countries
• You have experience working with external service partners and managing service quality and agreed performance standards
• You are familiar with customer service platforms, ticketing systems, and knowledge management, and can formulate business requirements for these systems
• You have practical experience with AI-supported customer service or the automation of service processes and can assess suitable use cases and the necessary handovers to human employees
• You work in a data-driven way and use KPIs such as resolution rate, handling time, customer satisfaction, and cost per case to prioritize improvements
• You can establish binding processes in an international matrix organization and constructively reconcile differing interests
• You combine customer focus with commercial thinking and maintain an overview even during incidents or difficult customer cases
• You are willing to travel regularly within EDRI’s European markets to collaborate with country teams and partners
• You communicate confidently in English. Experience in E-Mobility or with transaction- and payment-related services, is an advantage

Why us?

• People take centre stage: Become part of a dynamic, ambitious and agile team that develops solutions for the eMobility market and be part of our EDRI events
• With us, you get the best of both worlds - 100% start-up with the support of a large company
• The freedom you need: We offer you hybrid working with flexible working hours
• Workation: Enjoy the flexibility to work temporarily from abroad – within the EU
• You will receive a competitive salary with a performance-related bonus
• A company pension scheme is of course also one of the benefits with us
• Sustainable learning opportunities: We support you with a training budget of 5,000 euros per year
• You get everything you need to get started: onboarding with welcome gifts and all the hardware you need

Contact

Diversity counts at E.ON. We welcome all people and are convinced that differences make us stronger. Become part of our inclusive and diverse corporate culture! Seize the opportunity to become part of our E.ON Drive Infrastructure team and not only create prospects for the future of E.ON, but also for your own. We look forward to getting to know you! Laura Junior Recruiter Do you have any questions or difficulties with your application? Please contact me at [e-mail].