Vendor Operations Manager – Customer Service Center (m/f/d)

Your Mission

Shape the future of customer service operations with us!

We’re looking for a driven and detail-orientedVendor Operations Manager (m/f/d) to take full responsibility for managing our external service providers. From volume planning and daily steering to CRM management and performance tracking, you’ll be a key player in delivering smooth, scalable customer support — and helping us optimize for tomorrow.

• Take ownership of vendor operations: Manage and steer our external service providers end-to-end — including daily coordination, volume distribution, and performance tracking.
• Plan and forecast contact volumes: Ensure our partners are resourced correctly by creating and maintaining accurate volume forecasts.
• Drive performance with data: Create reports and dashboards using Salesforce and Tableau to track KPIs, analyze trends, and uncover improvement opportunities.
• Own our CRM tooling: Adapt and manage Salesforce for CSC needs, working closely with internal teams to ensure smooth processes and reporting.
• Control quality and compliance: Monitor adherence to SLAs and agreed processes, conduct invoice checks, and escalate issues when needed.
• Support cost efficiency: Collaborate on internal cost calculations and contribute to cost optimization and OKR achievement.
• Contribute to transformation projects: Be part of our AI implementation initiative aimed at reducing costs and improving efficiency.
• Coordinate brief mailings: Manage outbound communications through our external provider.

That's What You Bring Along

• Experience in vendor operations or contact center/vendor management in a customer service environment
• Strong hands-on knowledge of Salesforce (including dashboards and reporting); Salesforce Admin skills are a plus
• Confident in Tableau and SQL (you can build smart reports and dig into the data)
• Understanding of key customer service KPIs and performance levers
• Structured, independent, and reliable work style with a sharp eye for detail
• Great communication skills — fluent in both German and English

That's How Working With Us Will Be

We're more than just a workplace – we're a vibrant community of innovators, collaborators, and visionaries who love what we do and reward those who work with us. Here, your career isn't just a job. It's an opportunity to thrive, learn, and make a difference. Take a look at these great personalised benefits of working at Ratepay. On a monthly basis, you can choose between mobility, fitness, food, training and much more.

• Flexible working hours
• Work remotely (EU for up to 4 weeks a year)
• 28 vacation days per annum
• Financial security including Pension plan
• Medical extras (Eye examination etc.)
• Monthly lunches
• Learning and development (Access to various self-development platforms such as language learning and skills enhancement
• Health & wellbeing
• Gym memberships and fitness
• Ratepaw community: Our office has a floor which is dog-friendly. So, bring your pawsome pet to work when needed

Equal Opportunities & Diversity

We value our diversity and welcome everyone to our team. Regardless of ethnic and social background, religious beliefs, worldview, gender, sexual orientation, physical and mental limitations, age, marital status, educational background and nationality. With over 200 employees and 40 different nationalities, we take our values seriously. These include ownership, growth, integrity, collaboration, customer centricity and inclusion.