Specialist – Process & Automation Readiness (d/f/m)

Kleinanzeigen; Berlin; Hybrid; EUR 60.000 - 85.000; Vollzeit

Benefits dieser Stelle

Flexible hybrid

20 days work from anywhere

Parental leave

Extra days off

Coaching & support

Annual sports events

Pension & life insurance

Personal development budget

Learning opportunities

Corporate discounts

Referral program

Transportation allowance

Free shipping on Kleinanzeigen Direktk

Zusammenfassung

Kleinanzeigen is seeking a Specialist – Process & Automation Readiness based in Berlin. You will turn process knowledge into structured, machine-consumable documentation to support automation and AI, and own the documentation repository.

In a hybrid setup with our Berlin-Charlottenburg office, you’ll collaborate with process owners, automation teams, Training, Content Management, QA, and other stakeholders to ensure accuracy and scalability of live operations content.

Qualifikationen

• 3+ years of experience in technical or process documentation, knowledge management, business analysis, Customer Service operations, or related field.
• Ability to turn complex processes into clear, structured documentation and understand taxonomy, metadata, process mapping, and governance.
• Experience supporting automation or AI projects is a strong advantage.

Aufgaben

• Own and maintain the Customer Service process documentation repository.
• Turn approved business processes into machine-consumable documentation for automation/AI use cases.
• Define and maintain documentation standards, templates, naming conventions, tagging, and governance across Customer Service.

Kenntnisse

Technical docs

Process docs

Knowledge management

Business analysis

Automation experience

Information architecture

German-English

Jobbeschreibung

Job Description

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 Specialist – Process & Automation Readiness, you will help turn Customer Service process knowledge into structured, reliable content that can be used by people, automation, and AI. You will own and continuously improve our process documentation, ensuring it is clear, consistent, up to date, and ready for scalable implementation across internal teams and external service partners. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Customer Service Operations & Automation Manager.

Who You Are

• You have 3+ years of experience in technical or process documentation, knowledge management, business analysis, Customer Service operations, or a related field, ideally with experience building or restructuring documentation or knowledge bases at scale.
• You are skilled at turning complex processes into clear, precise, and structured documentation and understand information architecture, taxonomy, metadata, process mapping, and content governance.
• You understand what makes content suitable for automation and AI, including clear decision logic, consistent terminology, explicit conditions and outcomes, and well-defined exceptions. Experience supporting automation or AI projects is a strong advantage.
• You have exceptional attention to detail, work independently and systematically, and are comfortable proactively gathering information and resolving inconsistencies with subject matter experts.
• You communicate confidently in both German and English, with strong written skills and the ability to work effectively with detailed German-language processes and content. Experience with knowledge management, process mapping, Customer Service, or version-controlled content tools is an advantage.

What You’ll Do

• Own and maintain our Customer Service process documentation repository, ensuring information is structured, easy to find, consistent, and up to date.
• Turn approved business processes into clear, granular, and machine-consumable documentation that can reliably support automation and AI use cases.
• Define and maintain documentation standards, templates, naming conventions, tagging, and governance processes across Customer Service.
• Prepare structured handovers for automation implementation, including decision logic, decision tables, conditions, outcomes, and exception handling.
• Ensure documentation quality through regular reviews, version control, and audits, proactively identifying gaps, contradictions, and outdated information and coordinating their resolution.
• Work closely with process owners, automation colleagues, Training, Content Management, Quality Assurance, and other stakeholders to ensure process documentation accurately reflects live operations and remains aligned across agent-, customer-, and system-facing content.

Job benefits

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.

Flexibility

• 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)

Wellbeing & Support

• Confidential support & coaching for you and your loved ones
• Annual company sports events
• Pension and life insurance

Growth & Development

• Personal development budget
• Learning opportunities to grow your skills and career

Perks & Everyday benefits

• Corporate benefits and exclusive discounts
• An attractive referral program
• Transportation allowance
• Free shipping on Kleinanzeigen Direktkauf

Equal Opportunities

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.