Prozessmanager:in Customer Service // hybrid
Core
Business & Knowledge Architect for Customer Service, designing system-supported structures to improve customer experience and prepare processes for AI integration.
Role type
Senior Process Manager (Customer Service)
Builds
Optimized, automated customer service workflows and knowledge bases for a fashion retail group.
Domain
Retail / Customer Service / Process Optimization
Deliverable
production ML models
Required skills
Process modeling, process optimization, automation strategy, knowledge management, change management, data-driven decision making, stakeholder management, agile methodologies, workflow design, AI readiness assessment
Preferred skills
Experience with Confluence and Zendesk Guide, shadowing techniques, cross-functional collaboration with tech teams
Technologies
Confluence, Zendesk Guide
Responsibilities
Identify continuous improvement potentials in processes; establish feedback loops between agents and customers; collaborate with tech partners to define logic for service software and AI models; curate and simplify knowledge bases; work with leadership and Quality Management to anchor changes through training.
Seniority
Senior, hands-on IC
