Job Description

Deine Aufgaben

• Outsourcing Management: Steer and develop external service partners across 15+ agents, ensuring contractual SLAs and performance targets are consistently met
• AI & Automation: Identify, evaluate, and implement AI-driven automation solutions to reduce ticket volume, improve first-contact resolution rates, and lower cost-to-serve
• Root Cause Analysis: Systematically analyze the reasons behind customer inquiries and drive cross-functional initiatives to eliminate friction at the source
• Quality Management: Build and maintain a comprehensive quality assurance framework across all service channels, ensuring a consistently high standard of customer interaction
• Process Optimization: Continuously review and improve Customer Care processes, leveraging data, benchmarking, and best practices to drive efficiency and quality gains
• KPI Reporting & Insights: Own the Customer Care KPI dashboard; report regularly to the COO with actionable recommendations derived from contact data and performance trends
• Cross-Functional Collaboration: Partner with Operations, Product, and Marketing to resolve systemic customer pain points and represent the voice of the customer in strategic discussions

Dein Profil

• Experience: Minimum of 5–7 years of experience in Customer Care, Customer Operations, or Service Management, with proven experience in a strategic leadership role
• Outsourcing Expertise: Proven track record of managing outsourced service providers and remote teams across multiple locations
• Analytical Skills: Strong KPI orientation and data-driven mindset – able to translate customer contact data into clear business insights and decisions
• AI & Tools: Familiarity with AI and automation tools in customer service contexts (e.g. chatbots, intelligent ticket routing, NLP); experience with platforms such as n8n is a plus
• Stakeholder Management: High internal credibility and proven ability to drive change, gain buy-in across teams, and collaborate effectively with senior leadership
• Mindset: Strategic thinker with a hands-on attitude, strong process understanding, and comfort operating in a fast-paced e-commerce environment
• Language Skills: Fluent in German and English (required); French strongly preferred; Italian is a plus
• Education: Bachelor's or Master's degree in Business, Management, Economics, or a related discipline

Unser Angebot

• At DeinDeal, we value innovation, teamwork, and a data-driven culture
• You will be part of a company that embraces change and experimentation, empowering employees to make an impact through insights and technology
• With opportunities to shape our Customer Care strategy and influence key business decisions, DeinDeal is the place for ambitious professionals eager to drive growth and transformation

Zusätzliche Information

We are looking for our portfolio company DeinDeal.
At DeinDeal, we are committed to providing our customers with the best shopping experience through our diverse range of products. We are a forward-thinking company that values creativity, collaboration, and innovation. As we continue to grow, we are looking for a passionate and dedicated Merchandise Buyer to join our team. With locations in Zurich and Geneva, DeinDeal generated revenues of over CHF 100 million in 2023, placing it among the top 10 e-commerce platforms in Switzerland. Each year, the company ships more than 1,000,000 packages nationwide in under two days, ensuring fast and reliable service for its customers.
We are scaling our Customer Care function to deliver customer-centric service quality and are looking for a strategic leader to drive the next phase of customer experience excellence – powered by AI, automation, and smart process design. You will be located in Zurich.