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Reach out to us if you are interested in working with us on the project.
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Operations Manager Customer Service (m/f/d) (9355)

Industry
Telecommunication
Areas
Customer Service
Operations
Project Management

Project info

  • Period
    01.04.2025 - 30.06.2025
  • Capacity
    from 95%
  • Daily rate
    750 - 800€
  • Location
    Munich, Germany
  • Languages
    • German
      (Advanced)
      ,
    • English
      (Advanced)
  • Remote
    from 95%

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