Process Manager C2C (d/f/m)
KleinanzeigendegmbhThe Job:
As our Process Manager C2C, you will design and continuously improve Customer Service processes for our private customers. You will turn business, product, and policy requirements into scalable processes that work across our service channels and are ready for automation and AI. Using customer and operational insights, you will identify opportunities to simplify experiences, improve performance, and reduce unnecessary contacts. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Customer Service Operations & Automation Manager.
Who You Are:
- You have 4+ years of experience in Customer Service operations, process management, operational excellence, business operations, or a related field, with a track record of designing and improving processes at scale.
- You bring strong process design and continuous improvement skills and are comfortable using approaches such as root cause analysis, process mapping, structured improvement cycles, or Lean/Six Sigma methodologies.
- You use operational data to make informed decisions and are comfortable working with metrics such as contact drivers, resolution rates, repeat contacts, customer satisfaction, handling time, and cost-to-serve.
- You understand Customer Service operations across different channels and delivery models and have a practical understanding of how automation and AI can improve service processes. Experience with Customer Service platforms, BI tools, or advanced data analysis is an advantage.
- You are a structured and pragmatic problem solver who takes ownership, confidently collaborates with and influences stakeholders, and communicates fluently in German and English.
What You’ll Do:
- Design and continuously improve end-to-end Customer Service processes across self-service, chat, email, in-app, and other service channels, including decision logic, routing, and exception handling.
- Translate business, product, and policy requirements into clear, scalable processes that work effectively across internal teams and outsourced service partners.
- Identify and prioritize improvement opportunities using customer contact, quality, and operational performance data, and turn insights into measurable process improvements.
- Design processes with automation and AI in mind, ensuring they are standardized, rules-based, scalable, and equipped to handle exceptions effectively.
- Lead cross-functional process improvement initiatives from initial analysis and business case through design, implementation, and validation, working closely with business stakeholders and project teams.
- Support operational readiness for new products, initiatives, and policy changes while aligning with adjacent process owners to ensure consistent Customer Service standards.
At Kleinanzeigen, we care about our people — their wellbeing, growth, and life beyond work. Our benefits are designed to support you holistically, giving you flexibility and opportunities to thrive.
✨ Flexibility
Flexible working time (hybrid)
20 days “work from anywhere”
Paid additional parental leave for both parents
Extra paid days off for special occasions (e.g. your wedding or a move)
❤️🩹 Wellbeing & Support
Confidential support & coaching for you and your loved ones
Annual company sports events
Pension and life insurance
📚 Growth & Development
Personal development budget
Learning opportunities to grow your skills and career
🛍️ Perks & Everyday benefits
Corporate benefits and exclusive discounts
An attractive referral program
Transportation allowance
Free shipping on Kleinanzeigen Direktkauf
Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability.
If this role sparks your interest but you’re not sure you meet every single requirement, we’d still love to hear from you anyway.