Senior Service Provider Manager Job at Zalando (Berlin)

Senior Service Provider Manager

The Senior Service Provider Manager (Senior SPM) oversees the operational perfor...

Location

Germany , Berlin

Salary:

Not provided

Zalando Sverige

Expiration Date

Until further notice

Requirements

5+ years of experience in BPO Service Provider Management, customer service operations, or a closely related external partner-facing role
Proven track record of managing large-scale external partners and service providers on a client or provider side
Deep expertise in managing operations via data-driven KPIs, with a demonstrated ability to course-correct underperformance through structured action plans
Strong numerical and analytical skills, with direct experience in budget planning, commercial negotiation, and business case development
Fluency in English
Willingness to travel both within and outside Europe approximately 2–3 weeks per quarter
Exceptional communication and relationship management skills, featuring the cultural sensitivity required to influence diverse global teams and roles
A highly collaborative yet autonomous work style, driven by a solution-oriented mindset and a passion for operational execution

Job Responsibility

Lead dedicated Service Providers overseeing global customer care outsourced operations, quality assurance, invoicing, and compliance
Monitor, analyze, and evaluate SP performance against key metrics (SL, CSAT, etc.), proactively designing and executing targeted action plans when targets are missed
Drive commercial optimization by modeling financial projections, building robust business cases, and running 'what-if' scenarios to ensure a competitive and resilient outsourcing strategy
Guide cross-functional internal and external stakeholders to align operations with Zalando's overarching Customer Care strategy
Initiate and execute strategic programs that enhance the cultural, social, and economic well-being of the Customer Care ecosystem

What we offer

27 days of holiday a year to start for full-time employees (+1 day for every calendar year up to 30 days)
2 paid volunteering days a year
Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration
Work from abroad for up to 30 working days a year
Employee shares program
40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
Relocation assistance available (subject to prior agreement)
Family services, including counseling and support
Health and wellbeing options (including Wellhub, formerly Gympass)
Mental health support and coaching available

Fulltime

Senior Service Provider Manager

As Senior Service Provider Manager (Senior SPM), you will co-shape our outsourci...

Location

Germany , Berlin

Salary:

Not provided

Zalando Sverige

Expiration Date

Until further notice

Requirements

Proven experience in Service Provider Management as a client/provider
Excellent numerical and solid analytical skills, including the ability to plan budgets and scenarios for use cases
Exceptional people and communication skills including the ability to adjust communication to different roles, well-trained cultural sensitivities
Proven track record in long term Relationship Management
Collaborate effectively and work autonomously
Enjoy getting the job done and find joy in finding solutions
Fluent in English
Available to travel within and outside of Europe approx. 2-3 weeks per quarter

Job Responsibility

Co-shape our outsourcing strategy, focusing on creating, maintaining, and developing a global Service Provider network
Foster win-win relationships with your assigned Service Provider focusing on both efficiency and effectiveness
Budget planning and adherence
Lead your dedicated Service Provider overseeing operations of Zalando’s customer care outsourced volumes (operations, quality assurance, invoicing, compliance)
Monitor, analyse and evaluate SP performance against a set of KPIs (SL, CSAT etc.) and ensure budget adherence
Lead a group of internal or external stakeholders to achieve overall team targets
Drive commercial optimisation by proactively modeling financial projections and 'what-if' scenarios and quantifying their measurable impact
Contribute to shape Zalando’s Customer Care strategy and ensure its reflection across your dedicated Service Provider(s)
Actively role in jointly initiating and executing projects or programs that will enhance the social, cultural, or economic well-being of Zalando’s Customer Care and Zalando as a whole

Fulltime

Senior Service Provider Manager

As Senior Service Provider Manager (Senior SPM), you will co-shape our outsourci...

Location

Germany , Berlin

Salary:

Not provided

Zalando Lounge

Expiration Date

Until further notice

Requirements

You have proven experience in Service Provider Management as a client/provider.
You have excellent numerical and solid analytical skills, including the ability to plan budgets and scenarios for use cases.
You have exceptional people and communication skills including the ability to adjust communication to different roles, well-trained cultural sensitivities.
You have a proven track record in long term Relationship Management.
You collaborate effectively and work autonomously.
You enjoy getting the job done and find joy in finding solutions.
You are fluent in English.
You are available to travel within and outside of Europe approx. 2-3 weeks per quarter.

Job Responsibility

co-shape our outsourcing strategy, focusing on creating, maintaining, and developing a global Service Provider (SP) network
foster win-win relationships with your assigned Service Provider focusing on both efficiency (cost/effort) and effectiveness (value added)
Budget planning and adherence
lead your dedicated Service Provider overseeing operations of Zalando’s customer care outsourced volumes (operations, quality assurance, invoicing, compliance), including monitoring, analysing and evaluating SP performance against a set of KPIs (SL, CSAT etc.) and to ensure budget adherence
leading a group of internal or external stakeholders to achieve overall team targets
drive commercial optimisation by proactively modeling financial projections and 'what-if' scenarios and quantifying their measurable impact
contribute to shape Zalando’s Customer Care strategy and ensure its reflection across your dedicated Service Provider(s)
have an active role in jointly initiating and executing projects or programs that will enhance the social, cultural, or economic well-being of Zalando’s Customer Care and Zalando as a whole.

Fulltime

Senior Service Manager

Senior Service Manager - Residential, Supported Living & Outreach. £50,000 per a...

Location

United Kingdom , Bicester

Salary:

50000.00 GBP / Year

Compass Associates

Expiration Date

June 26, 2026

Requirements

Leadership experience in health, social care, or a related sector preferably with services for deaf or disabled people
Strong understanding of regulations, safeguarding, and quality standards
Experience leading change and improving services
A commitment to equality, access, and deaf inclusion
BSL skills are important, ideally qualified to Level 2 but are also considering those willing to learn (to a Level 2 standard, funded training is provided)

Job Responsibility

Lead and support Service Managers across London, Birmingham and Manchester, overseeing a small number of residential, supported living and outreach services
Be responsible for the quality, safety, and development of services, supporting change and implementation of new ways of working
Operational role with responsibility for regulation (including CQC), safeguarding, and service improvement, ensuring deaf people’s needs and culture are always at the centre

What we offer

25 days annual leave + 8 Bank Holidays + 2 Wellbeing Days
Pension scheme
5 days of paid study leave per year for applicable courses of study
Long service annual leave rewards
2 x death in service benefit

Fulltime

!

Account Service Manager Senior

The Account Service Manager Senior is responsible for providing highly advanced ...

Location

United States of America , Meridian; Costa Mesa; Denver; Miami; Atlanta; South Portland; Mason; Grand Prairie; Richmond; Seattle

Salary:

86960.00 - 150006.00 USD / Year

Elevance Health

Expiration Date

June 29, 2026

Requirements

Requires a BA/BS and a minimum of 5 years of experience managing business operations and/or customer relationship
or any combination of education and experience which would provide an equivalent background.

Job Responsibility

Provides strategic planning and account management for large accounts
Directs and manages the administration of contractual requirements and obligations
Manages the new and renewal implementation process for accounts
Interfaces with operations to ensure smooth delivery of services
Maintains ongoing account relationships at multiple levels throughout the customer's organization
Makes recommendations for improvements to meet customers' expectations
Develops implementation processes and manages reporting processes to ensure client retention and high levels of account satisfaction
Provides both on-site and off-site account management, which may include interpreting plan design, researching and resolving phone and written inquiries, resolving claims, benefit and enrollment issues
Presents monthly, ad hoc, mid-year, and annual utilization and benefit reporting to the broker and client
Coordinates open enrollment meetings, renewal process and training sessions

What we offer

Comprehensive benefits package
incentive and recognition programs
equity stock purchase
401k contribution

Fulltime

!

Senior Service Center Manager

This position is responsible for overall safety and compliance with state and fe...

Location

United States , Raleigh

Salary:

Not provided

Veolia

Expiration Date

Until further notice

Requirements

Must be able to pass a DEA background check
Must have a valid driver's license
Ability to wear company-provided personal protective equipment including eye protection, foot protection, hard hat, Tyvek coveralls, and respirator
High School Diploma or GED
Minimum of 5 years experience in hazardous waste industry
Minimum of 3 years management experience
OR Bachelor's degree in engineering or bio sciences (Chemistry / Environmental Science)
Minimum of 2 years experience in hazardous waste industry
Minimum of 2 years management experience

Job Responsibility

Assigns work to production crews and supervises their activities throughout the shift
Audits crews' performance for quality, quantity, safety conformance and utilization of resources to ensure maximum effectiveness
Continuously improve all aspects of health, safety and environmental performance
Manages staff in cooperation with Human Resources Department including onboarding, termination of employment, and career development
Monitors production schedules and progress to coordinate work between shifts
Reviews schedule board, shift reports, procedures and records for receiving, handling, storing, packaging and transporting materials to ensure accuracy, safety, efficiency and compliance with all applicable regulations, company policies, and Facility Operating Permits
Conducts activities to protect the wellbeing of employees, the public and the environment to ensure compliance with preventative measures by inspecting production area and equipment
Properly completing required inspection forms, identifying regulatory compliance and maintenance problems and implementing appropriate corrective actions
Enforces and monitors safety rules and practices to ensure a safe and healthy work environmental for all personnel
Ensures all personnel are knowledgeable about any potential or known hazards and takes all necessary precautions

What we offer

Paid time off policies
health insurance
dental insurance
vision insurance
life insurance
tuition reimbursement
paid volunteering
employer sponsored 401(k) plan commencing no later than January 1, 2027

Senior Customer Service Manager

We're looking for an experienced Senior Customer Service Manager to lead multipl...

Location

Curaçao , Willemstad

Salary:

Not provided

TUI

Expiration Date

Until further notice

Requirements

Demonstrable experience working within a customer-centric service centre
Strong leadership abilities, with experience in coaching, mentoring, and developing staff
Proven success managing multiple and large-scale teams
Ability to analyse data and trends
Excellent verbal and written communication skills
Strong problem solving skills
Proficient in MS Office programs including Excel, PowerPoint, Teams, OneNote and Outlook
Business fluent Dutch and English are required for this role.

Job Responsibility

Take overall accountability for operational performance within your area of responsibility, monitoring key performance indicators and implementing strategies aligned with our global objectives
Managing service level agreements, optimising resource allocation to balance service and sales activities whilst developing strategies to enhance sales conversion within service interactions
Through regular performance reviews, analyse and interpret deviations in key metrics, identifying trends and collaborating with other departments to implement improvement measures
Leading process improvement initiatives, standardising operating procedures across teams and implementing best practices for efficiency and quality enhancement
Establish and expand strategic partnerships, participating in cross-functional initiatives to improve customer experience and representing the service organisation in stakeholder meetings
Providing disciplinary and professional leadership to direct reports, setting clear performance expectations, conducting regular one-on-ones, and identifying development opportunities whilst creating succession plans for key positions.

What we offer

Attractive remuneration
Discretionary bonus schemes
Generous travel benefits
Extensive health & well-being support
Flexible working
Access to the TUI Learning Hub
Opportunities to work on global projects and teams
Involvement with local charity and sustainability initiatives like the TUI Care Foundation

Fulltime

Senior Service Engineering Manager

Microsoft Advertising empowers advertisers worldwide to reach their growth goals...

Location

India , Hyderabad

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 8+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience
3+ years people management and/or leadership experience. Proven experience as a Software Engineering Manager or similar role in a software development setting
3+ years of experience with programming languages such as Python, C#, or JavaScript, with experience in developing scripts and automation tools for data analysis and manipulation, as well as understanding of automation and scripting skills
3+ years of customer service and supporting operational excellence and best practices

Job Responsibility

Lead and develop a team of Service and Automation Engineers, providing technical guidance, coaching, and support to drive high performance and career growth
Deliver results through empowerment and accountability by modeling Microsoft's leadership principles and fostering a solid, inclusive team culture
Drive process simplification, standardization, and automation to improve operational efficiency, service reliability, and scalability
Own and drive the adoption and operational effectiveness of AI-enabled support and automation platforms, including Copilot and emerging AI technologies, to improve scalability, efficiency, and service reliability
Partner closely with engineering, business, and technical leaders across the organization to plan and execute high-impact initiatives
Provide technical leadership on large-scale systems, incident management, and service reliability, ensuring effective resolution of complex issues and prevention of recurrence
Identify, assess, and respond to security risks and emerging threats, reprioritizing automation and tooling as needed
Use data and insights to detect trends, prevent fraud and abuse, protect advertiser ROI, and ensure user safety across the Microsoft Advertising ecosystem
Build solid cross-group relationships, promote knowledge sharing, and mentor engineers to deliver solutions with meaningful customer and business impact

Fulltime

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Senior Service Provider Manager

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