Process Manager, Customer Service (d/f/m)

Hibob Inc.; Berlin; Hybrid; EUR 85.000 - 110.000; Vollzeit

Benefits dieser Stelle

Hybrid work

20 days work from anywhere

Parental leave

Extra days off for special occasions

Confidential coaching & support

Annual sports events

Pension and life insurance

Learning opportunities

Corporate discounts

Employee referral program

Zusammenfassung

Kleinanzeigen is seeking a Process Manager, Customer Service, to design and continuously improve customer service processes across channels. You will translate requirements into scalable workflows and drive automation and AI-enabled improvements in a hybrid Berlin office.

The ideal candidate has 4+ years in operations, strong process design, and fluency in German and English. You will collaborate with cross-functional teams and stakeholders to enhance performance and reduce unnecessary contacts.

Qualifikationen

• 4+ years in Customer Service operations, process management, or related field with track record of designing and improving processes at scale.
• Strong process design and continuous improvement skills with Lean/Six Sigma methodologies.
• Fluent in German and English; able to collaborate with stakeholders across functions.
• Experience with Customer Service platforms, BI tools, or advanced data analysis is an advantage.

Aufgaben

• Design and continuously improve end-to-end Customer Service processes across self-service, chat, email, in-app, and other service channels, including decision logic, routing, and exception handling.
• Translate business, product, and policy requirements into clear, scalable processes that work effectively across internal teams and outsourced partners.
• Identify and prioritize improvement opportunities using customer contact, quality, and performance data, turning insights into measurable process improvements.
• Design processes with automation and AI in mind, standardized, rules-based, scalable, and capable of handling exceptions.
• Lead cross-functional process improvement initiatives from analysis and business case to design, implementation, and validation.
• Support operational readiness for new products, initiatives, and policy changes while aligning with adjacent process owners.

Kenntnisse

Process design

Continuous improvement

Data analysis

German & English

Tools

CS platforms

BI tools

Jobbeschreibung

Kleinanzeigen is the leading online classifieds market in Germany. Users buy and sell on Germany's No. 1 for classifieds mainly second-hand. In this way they make an active contribution to more sustainability. On average, more than 55 million ads are available in numerous categories – from children's supplies to electronics and real estate. Kleinanzeigen also offers small and medium-sized businesses the opportunity to present their services online. Around 35 million users per month make Kleinanzeigen one of the most widely used websites in Germany. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.

The Job:

As our Process Manager, Customer Service, you will design and continuously improve Customer Service processes for our private customers. You will turn business, product, and policy requirements into scalable processes that work across our service channels and are ready for automation and AI. Using customer and operational insights, you will identify opportunities to simplify experiences, improve performance, and reduce unnecessary contacts. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Customer Service Operations & Automation Manager.

Job requirements

Who You Are:

• You have 4+ years of experience in Customer Service operations, process management, operational excellence, business operations, or a related field, with a track record of designing and improving processes at scale.
• You bring strong process design and continuous improvement skills and are comfortable using approaches such as root cause analysis, process mapping, structured improvement cycles, or Lean/Six Sigma methodologies.
• You use operational data to make informed decisions and are comfortable working with metrics such as contact drivers, resolution rates, repeat contacts, customer satisfaction, handling time, and cost-to-serve.
• You understand Customer Service operations across different channels and delivery models and have a practical understanding of how automation and AI can improve service processes. Experience with Customer Service platforms, BI tools, or advanced data analysis is an advantage.
• You are a structured and pragmatic problem solver who takes ownership, confidently collaborates with and influences stakeholders, and communicates fluently in German and English.

Job responsibilities

What You’ll Do:

• Design and continuously improve end-to-end Customer Service processes across self-service, chat, email, in-app, and other service channels, including decision logic, routing, and exception handling.
• Translate business, product, and policy requirements into clear, scalable processes that work effectively across internal teams and outsourced service partners.
• Identify and prioritize improvement opportunities using customer contact, quality, and operational performance data, and turn insights into measurable process improvements.
• Design processes with automation and AI in mind, ensuring they are standardized, rules-based, scalable, and equipped to handle exceptions effectively.
• Lead cross-functional process improvement initiatives from initial analysis and business case through design, implementation, and validation, working closely with business stakeholders and project teams.
• Support operational readiness for new products, initiatives, and policy changes while aligning with adjacent process owners to ensure consistent Customer Service standards.

At Kleinanzeigen, we care about our people — their wellbeing, growth, and life beyond work. Our benefits are designed to support you holistically, giving you flexibility and opportunities to thrive.

• Flexible working time (hybrid)
• 20 days “work from anywhere”
• Paid additional parental leave for both parents
• Extra paid days off for special occasions (e.g. your wedding or a move)
• Confidential support & coaching for you and your loved ones
• Annual company sports events
• Pension and life insurance
• Learning opportunities to grow your skills and career
• Corporate benefits and exclusive discounts
• An attractive referral program

Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability.

If this role sparks your interest but you’re not sure you meet every single requirement, we’d still love to hear from you anyway.