Katharina F.-Interim Executive · Vacancy · Transformation · Turnaround Operations & Transformation Outsourcing & BPO Operational Excellence
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Experience
Director Customer Experience
Billie
Built & scaled Customer Operations from 2 to 20 employees in the B2B FinTech & hyper-growth environment
Head of Performance Solutions
DKB Service GmbH
Cross-functional transformation mandate focused on further developing performance management and building modern reporting, governance & workforce management structures, including AI-supported optimization of operations
Senior Operations & Site Manager EMEA Consumer Engagement
LEGO
Interim coverage of site management with responsibility for >200 FTE
Managing Director
TGCS Rostock (Telefónica Deutschland)
- Overall responsibility for a complex Customer Operations organization with up to 550 employees & comprehensive budget & P&L responsibility
- Transformation of the site from a Cost Center into a Profit Center
- Responsibility for site, organization, performance, governance & results management
Interim Manager, Site Manager & Director
Fodi Call Center Consulting & Interim Management
- Consulting & interim mandates for building, managing & transforming complex service & operations organizations
- Projects at, among others, BCA Autoauktionen, Faro Europe Messtechnik, 1&1 Internet AG, Walter Services, HanseNet Telekommunikation, NetCologne Telekommunikation, Unitymedia Telekommunikation, Verivox Vergleichsportale
Manager Customer Care & Technical Support
AOL Deutschland
Call Center Manager
LBS Landesbausparkasse
Call Center Manager
Lycos Europe GmbH / Bertelsmann
Project Manager International Solution Center
MCC Smart / Daimler-Benz
International Service Delivery Manager
Stream Global Services
Manager Customer Service Center
Tangens
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Telecommunication, Automotive, Information Technology, Banking and Finance, Media and Entertainment, and Professional Services.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Operations, Information Technology, Project Management, Business Intelligence, and Human Resources.
Summary
Taking on leadership & P&L responsibility in complex operations & transformation situations in mid-sized companies & corporate environments
Developing & implementing target visions, roadmaps & management models to stabilize, realign & further develop organizations
Building & managing complex service provider structures from both provider & client perspectives, including SLA, KPI, cost & governance structures
Managing reorganization, merger & integration projects as well as transferring changed structures into regular operations
Building & applying effective KPI, reporting & governance systems for transparent, results-oriented management
Managing complex transformation & implementation projects as well as internal & external stakeholders up to Managing Director & C-level
Strong results focus with responsibility for budget, costs, productivity & sustainable operational performance
- Telefónica: Transformation of the site from a Cost Center into a Profit Center; responsibility for up to 550 employees & around 30 Mio. EUR budget
- Unitymedia: Completed first merger phase with KabelBW; adapted organizational, process & quality structures
- Stream: Responsibility for 11 international customers with 160 agents & 5 Mio. EUR budget; contribution margin 10 % above target
- Walter Services: BPO responsibility for up to 400 employees & around 10 Mio. EUR revenue; contribution margin +10 %
- Telefónica: Contract productivity >85 %, AHT –30 %, revenue contribution +8 %
- DKB: Further developed financial reporting, business KPIs, forecasting, WFM/intraday, performance dashboard & business review
- Fodi Call Center Consulting: Seven years of consulting & interim mandates for building, restructuring, transforming & optimizing complex service & operations organizations
- Mandates: 1&1, Walter Services, HanseNet, NetCologne, BCA, Unitymedia, Verivox & Faro – from analysis & target vision through to operational implementation
- Billie: Built & scaled Customer Operations in the B2B FinTech & hyper-growth environment from 2 to 20 employees; established roles, processes & management structures and implemented Salesforce Service Cloud, Help Center & chatbot
Skills
- Executive Leadership
- Operations & Transformation
- Outsourcing & Bpo
- Performance & Governance
- Transformation, Turnaround & Integration
- Project, Stakeholder & Executive Steering
- Profitability
- Google Workspace
- Salesforce
- Visio & Miro
- Generative Ai & Ai-Supported Working Methods
- Airtable: Okr Management
Languages
Education
Friedrich-Alexander-Universität Erlangen-Nürnberg
Diplom-Kauffrau · Business Administration · Erlangen, Germany
Certifications & licenses
Leadership & Organizational Development
AOL
Nonviolent Communication & Employee Leadership
Neures, Dira, Positiv Factory
Performance Team Development for Managing Directors
Telefónica
Service Delivery Manager Certification
Stream Global Services
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Katharina is based in Pforzheim, Germany.
Katharina speaks the following languages: German (Native), English (Advanced).
Katharina has at least 32 years of experience. During this time, Katharina has worked in at least 10 different roles and for 11 different companies. The average length of individual experience is 3 years and 11 months. Note that Katharina may not have shared all experience and actually has more experience.
Based on recent experience, Katharina would be well-suited for roles such as: Director Customer Experience, Head of Performance Solutions, Senior Operations & Site Manager EMEA Consumer Engagement.
Katharina's most recent position is Director Customer Experience at Billie.
In recent years, Katharina has worked for Billie, DKB Service GmbH, and LEGO.
Katharina is most experienced in industries like Telecommunication, Automotive, and Information Technology. Katharina also has some experience in Banking and Finance, Media and Entertainment, and Professional Services.
Katharina is most experienced in business areas like Customer Service, Operations, and Information Technology. Katharina also has some experience in Project Management, Business Intelligence, and Human Resources.
Katharina has recently worked in industries like Banking and Finance and Manufacturing.
Katharina has recently worked in business areas like Customer Service, Business Intelligence, and Human Resources.
Katharina holds a Master in Business Administration from Friedrich-Alexander-Universität Erlangen-Nürnberg.
Katharina has 4 certificates. Among them, these include: Leadership & Organizational Development, Nonviolent Communication & Employee Leadership, and Performance Team Development for Managing Directors.
Katharina will be available full-time from October 2026.
Daily rate distribution
The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.
Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 6 Oct 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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