Team Lead Enablement & Service Automation

Zalando GmbH; Bayern; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Employee shares program

40% off Zalando fashion and beauty

2 paid volunteering days

Hybrid working model within Germany/UK

Relocation assistance

Health and wellbeing options

Zusammenfassung

Tradebyte, part of the Zalando Group, is seeking a transformational leader to head Enablement & Service Automation. You will orchestrate a cross-functional team to shift operations to an automation-first model and align initiatives with customer value.

This role reports to the Director of Customer Enablement and focuses on intelligent automation, AI capabilities, and scalable enablement for B2B customers. You will redefine roles, upskill the team, and shape governance around knowledge, customer

Qualifikationen

• Proven experience leading multidisciplinary teams.
• Experience implementing AI-assisted self-service or automation solutions.
• Ability to translate strategy into actionable roadmaps and daily execution.
• Strong collaboration with product and engineering stakeholders.
• Customer-centric mindset with focus on value realization.

Aufgaben

• Lead and upskill a cross-functional team of Enablement Specialists, Analysts, Product Owner, and AI Specialist.
• Define and drive the strategic product and AI roadmap for enablement.
• Govern knowledge as a single source of truth for scalable self-service and automation.
• Shape customer journeys and ensure smooth onboarding and support experiences.
• Enable predictive performance with end-to-end transparency across cases and root causes.

Kenntnisse

Leadership

Automation

Roadmap

Stakeholder management

Team coaching

Jobbeschreibung

ABOUT TRADEBYTE

At Tradebyte, we work with the biggest players in e-commerce - from trendsetting fashion brands to major online retailers. Our goal is to create a workplace where everyone feels valued, supported, and empowered.

We offer flexible work schedules, professional development opportunities, and a real commitment to work-life balance. We embrace diverse perspectives and ensure that every voice is heard and respected, because you’re unique and that matters to us.

As we continue to grow, we’re looking for new colleagues who share our passion. Love what you do - do what you love. Join Tradebyte, an independent company within the Zalando Group!

THE ROLE AND THE TEAM

In the Customer Enablement area, we are on an ambitious transformation journey to redesign how we support and enable our customers, transitioning into a proactive, strategic engine designed to maximize customer time-to-value and system efficiency. Our goal is to create service and enablement that becomes Tradebyte's competitive advantage, and to become the ultimate feedback loop that informs our Product.

As the Team Lead of Enablement & Service Automation , you will lead a multidisciplinary team to orchestrate this vision. Reporting directly to the Director of Customer Enablement, your role is to take our high-level Customer Enablement Strategy and translate it into daily execution, enabling intelligent automation and AI capabilities to continuously increase our efficiency, quality, and scalability.

This is not a traditional "maintain-the-status-quo" management role. We are looking for a transformational leader who brings the passion and know-how to actively evolve our team's capabilities. Your core challenge isn't only overseeing daily tasks; it is redefining what our roles can achieve and helping your team evolve into high-impact enablement specialists who build dynamic, automated enablement structures that truly empower our B2B customers.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• Transform Team Capabilities: L ead, coach, and upskill our cross-functional team of 5-8 Enablement Specialists, Analyst, Product Owner, and AI Specialist to shift our operations from a reactive setup into a structured, automation-first model.
• Own the Unified Team Roadmap: Define, prioritize, and drive the strategic product and AI roadmap for our enablement landscape, ensuring all initiatives directly maximize customer value.
• Govern our Knowledge Foundation: Establish knowledge as a reliable, governed single source of truth to ensure consistent service delivery and prepare our systems for scalable self-service and automation.
• Shape the Customer Journey: Map how customers and partners interact with Customer Operations, ensuring smooth onboarding and support journeys.
• Enable Predictive Performance: Establish end-to-end transparency across support cases and root causes, shifting our department's steering capabilities.

WE’D LOVE TO MEET YOU IF

• Transformation-Driven Leadership: You bring proven experience leading and coaching multidisciplinary teams, with a proven track record of upskilling individuals and shifting team paradigms.
• Applied Automation Experience: You have implemented AI-assisted self-service capabilities within operations or product ecosystems.
• Roadmap Ownership: You bring the practical know-how to translate high-level strategies into structured, actionable team roadmaps and daily execution.
• SaaS & Tooling Familiarity: You have a solid understanding of modern service environments and how to implement customer self-service solutions.
• Customer-Centric Mindset: You are passionate about continuously improving customer journeys, defining service standards, and keeping the customer experience at the core guiding principle.
• Structured Communication: You possess excellent collaboration and stakeholder management skills to align technical goals across departments and present progress clearly to leadership.

OUR OFFER

Tradebyte provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• Employee shares program
• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
• 2 paid volunteering days a year
• Hybrid working model - work where it works for you within Germany or the UK, with occasional office attendance required for moments that matter.
• Work from abroad for up to 30 working days a year
• 27 days of vacation a year to start for full-time employees
• Relocation assistance available (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options (including Wellhub, formerly Gympass)
• Mental health support and coaching available
• Drive your development with our training offerings and biannual peer-to-peer review