EMP Customer Service Design Manager (m/f/d).

Your mission

• Develop cross-country EMP service processes—from registration and payment queries to charging issues and complaints—and coordinate market implementation
• Together with Global- and the National Operations, define service standards, responsibilities, and escalation paths, considering local languages, requirements, and operating structures
• Together with the AI Unit, design an AI-supported service model combining self-service, automation, and reliable handover to employees
• With Operations units and service partners, ensure clear contacts and coordinated processes for complex cases and emergencies
• Define requirements for the service organization and work closely with Global Operations on their implementation
• Establish a knowledge base and training processes that provide teams, partners, and AI systems with consistent, up-to-date information
• Support product, feature, and country launches and ensure service readiness with the teams involved
• Analyze service KPIs, customer feedback, and recurring errors to improve processes, knowledge resources, and the product
• Add operational requirements to the product backlog and work with Product Management to resolve root causes sustainably
• In case of an incident, coordinate service handling and customer communication with Operations, Development, and other functions

Your profile

• You have several years of experience in customer service management, service operations, or a comparable role for digital products and services
• You have established or further developed service processes and can implement them across multiple teams, organizational units, or countries
• You have experience working with external service partners and managing service quality and agreed performance standards
• You are familiar with customer service platforms, ticketing systems, and knowledge management, and can formulate business requirements for these systems
• You have practical experience with AI-supported customer service or the automation of service processes and can assess suitable use cases and the necessary handovers to human employees
• You work in a data-driven way and use KPIs such as resolution rate, handling time, customer satisfaction, and cost per case to prioritize improvements
• You can establish binding processes in an international matrix organization and constructively reconcile differing interests
• You combine customer focus with commercial thinking and maintain an overview even during incidents or difficult customer cases
• You are willing to travel regularly within EDRI’s European markets to collaborate with country teams and partners
• You communicate confidently in English. Experience in E-Mobility or with transaction- and payment-related services, is an advantage

Why us?

• People take centre stage: Become part of a dynamic, ambitious and agile team that develops solutions for the eMobility market and be part of our EDRI events 
• With us, you get the best of both worlds - 100% start-up with the support of a large company
• The freedom you need: We offer you hybrid working with flexible working hours 
• Workation: Enjoy the flexibility to work temporarily from abroad – within the EU
• You will receive a competitive salary with a performance-related bonus 
• A company pension scheme is of course also one of the benefits with us
• Sustainable learning opportunities: We support you with a training budget of 5,000 euros per year
• You get everything you need to get started: onboarding with welcome gifts and all the hardware you need

Contact