Strategic Projects Manager, Trust & Customer Support (d/f/m)

Kleinanzeigen is the leading online classifieds market in Germany. Users buy and sell on Germany's No. 1 for classifieds mainly second-hand. In this way they make an active contribution to more sustainability. On average, more than 55 million ads are available in numerous categories – from children's supplies to electronics and real estate. Kleinanzeigen also offers small and medium-sized businesses the opportunity to present their services online. Around 35 million users per month make Kleinanzeigen one of the most widely used websites in Germany. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen. The Job: Trust is at the core of everything we do at Kleinanzeigen. As expectations around trust evolve and AI transforms how we operate, you will play a key role in shaping how we build safe and reliable user experiences. In this role, you drive initiatives that strengthen trust across our platform and improve how we support our users. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Director Core Marketplace. Who You Are: You bring 3+ years of experience in business development, consulting, risk, or a related field. You have strong analytical skills and can structure complex problems into actionable insights and clear narratives. You collaborate effectively with diverse stakeholders and drive alignment across teams. You have hands-on experience with project management approaches (e.g. agile). You are proficient with AI applications (e.g. LLMs, automation) and their practical use in business contexts. You ideally have previous experience with projects in fraud prevention, trust and/or customer support. You are fluent in German and English. What You’ll Do: You drive initiatives to strengthen trust across the Kleinanzeigen platform and improve the end-to-end user experience. You lead cross-functional projects with Product, Tech, Customer Support, and Analytics from ideation to execution. You use data-driven insights to prioritize initiatives, define KPIs (e.g. trust, quality, automation), and track impact. You contribute to the AI transformation of our customer support operations to improve efficiency and user experience. You translate customer support insights into product improvements and enable continuous learning loops. You benchmark external best practices to continuously evolve our trust and support strategies. 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.