Abteilungsleiter:in Customer Service Operations (m/f/d)

As Head of Department:in Customer Service Operations, you are the driving force behind the cultural and technological change of our customer service. Your mission is to transform a classic organization into a state-of-the-art hybrid service unit to raise the exclusive Breuninger service claim to a new level. Design of the hybrid service organization: While AI systems efficiently solve routine tasks, you are responsible for the optimal channel control as well as real-time management so that your team can maintain the necessary freedom for complex, emotional and value-generating advice. Digital transformation as an opportunity for even more individual customer support: You actively guide your team through the change to new technology-based working methods. You promote a culture of openness for AI and develop team structures and role profiles forward-looking. Implementation of strategic initiatives: You integrate company-wide projects smoothly into everyday operational life. You anticipate the impact of strategic decisions and prepare your organization proactively for these changes. Requirements Management & Innovation: As a professional:r decision maker:in you define precise requirements and user stories for innovation. You enter the team responsible for technical orchestration and system optimization. Continuous optimization & slimming: You critically question existing structures to consistently simplify processes and to reject ballast. You can create lean processes before you scalch them technologically. Interface Networkers: Whether logistics, risk & Fraud or vendor management – along with the specialist areas, you can perfect the customer experience across the entire chain. Why Breuninger? You redesign the heart of our customer relationship. We offer you the freedom to establish a modern service philosophy, where technology does not replace people, but allows them to shine. Be part of a team that combines tradition with innovation and style.

Operational vision: Multiannual leadership experience in customer service (e-commerce/retail) with a demonstrable track record in the modernization of growing structures and a profound understanding of omnichannel control and efficient real-time management. You have the ability to translate complex business feeds into clear requirements. Empathic Leadership: You enthuse people for new ways, take reservations seriously and develop a positive dynamic as well as a future-oriented solution culture. You communicate clearly, value-adding and at eye level – both with your team and other disciplines. Feeling for Breuninger customers: You understand our high standards and know how to connect digital efficiency with an exclusive service experience. Analytics & Data Focus: You use key figures (e.g. via Power BI) as a navigation aid for the balance between efficiency and highest service quality. Methodology & Toolset: You are safe in controlling modern customer service platforms (e.g. Zendesk) and using collaboration tools such as Confluence sovereign. Language level: German and very good English skills.

Breuninger is about more than one job. We live appreciation and responsibility – and that is exactly what our Benefits reflect. You are a sign of how we accompany you and support you. And the best thing: this is only part of what awaits you with us. Estimate that is perceptible is volunteer holiday and Christmas money as well as grants for retirement. Your style, your advantage 30% employee discount, also for your:n partner:in, including gastronomy and hairdresser. Your loyalty counts From the 5th year you will receive additional holidays. Sports Life Balance Grant to your Urban Sports Membership. Wax with us From training to guidance programs. Workation available Up to 30 calendar days a year in selected European countries. Holiday à la carte Over salary conversion you can save extra days of holiday, supplemented by Sabbatical option. Mobile in everyday life With Company Bike your desired bike or e-bike easily lease. .