Process Manager Transactions (d/f/m)

Who You Are:

• You have 3+ years of experience owning and improving end-to-end operational or Customer Service processes, ideally within a marketplace, e-commerce, payments, logistics, or similarly complex service environment.
• You bring hands-on experience managing external partners or vendors and improving operational performance through data analysis, root cause identification, and corrective actions.
• You are confident in process design and continuous improvement methodologies and can translate business requirements into clear, scalable processes. Experience with Lean, Six Sigma, process mapping, or similar approaches is a plus.
• You are comfortable working with operational KPIs, business cases, and cost-to-serve metrics and understand how automation and AI can improve Customer Service processes. Experience with service management platforms, BI tools, or data analysis is an advantage.
• You are a structured problem solver and strong communicator who takes end-to-end ownership, works effectively across functions and external partners, and communicates fluently in German and English.

What You’ll Do:

• Own and continuously improve the end-to-end Customer Service process landscape for transaction-related services, including payments, shipping, buyer and seller protection, disputes, and refunds.
• Design scalable, automation-ready processes, including standards, decision logic, exception handling, and service levels, and identify opportunities to improve them through automation and AI.
• Use operational data and customer insights to identify root causes and prioritize improvements across contact drivers, handling and resolution times, repeat contacts, disputes, refunds, and cost per resolved case.
• Ensure operational readiness for product launches, policy changes, and new service capabilities, translating business and product requirements into processes that work effectively for our internal and outsourced Customer Service teams.
• Manage operational performance with external service, payment, and logistics partners, resolving issues, agreeing corrective actions, and continuously improving service quality and efficiency.
• Partner closely with Product, Risk, Quality, Service Delivery, Technology, and other stakeholders to implement improvements from initial design and business case through launch and post-launch optimization.

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.