Operations Manager Customer Service (m/f/d) (9355)

Period 4/1/25 - 6/30/25

Location Munich, Germany

Capacity from 95%

Daily rate 752 - 800€

Remote from 95%

Languages

German (Advanced)

English (Advanced)

Industries

Telecommunication

Areas

Customer Service Operations Project Management

Description

The role coordinates alignment between the transformation project and the operational units, especially in Customer Service, eCare and Finance Operations.

Specific tasks (without personal references):

Develop business strategies and IT concepts to ensure alignment between the project and operations, especially considering time management, quality management and budget control.
Identify and coordinate the required interactions between Customer Service work type management (mobile and fixed network) and the epic owners for Customer Service, eCare and Finance Operations, to minimize risks related to service limitations, staffing and budget.
Develop a reporting structure to transparently present the current project status regarding schedules and project content.

Analyze existing project structures and business reports from Jira and Confluence to extract relevant information, forward it to the CSS teams and derive the required alignments.

Advise the CSS area on strategic and operational goals, including service optimization, budget planning and process improvements.
Provide technical advice to internal stakeholders from Customer Service, Finance Operations and the business to prioritize requirements and assess operational impacts.
Offer expertise on technical requirements, process optimizations and budget impacts.
Develop solutions for deviations in the project course, for example through timeline management, descoping requirements, workarounds or staffing adjustments.

Requirements

Must-have Skills:

Stakeholder Management
Project Management
Agile Methodology
Jira
Confluence
Requirements Management
German
English
Test Management
Technical Documentation
Requirements Engineering
Business Process Optimization

Nice-to-have Skills:

Business Informatics
Backlog
User Stories
Product Management
Project Development
Computer Science
Scrum
Software Development
Microsoft Office
Data Analysis

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Frequently asked questions

The project is based in Munich, Germany.

The project preferably starts in April 2025 and is planned to end in June 2025 (2 months).

The project requires a commitment of 95 - 100% capacity (full-time).

The project offers 95 - 100% remote work.

The project offers a daily rate of 752 - 800€ which breaks down to an hourly rate of 94 - 100€/h.

The project requires the following languages: German (Advanced) and English (Advanced).

The project is related to the following industry: Telecommunication.

The project covers the following business areas: Customer Service, Operations, and Project Management.

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