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Service Operations Manager, Regional

Germany, Berlin · Job Posted March 21, 2026
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Job Description

As the Service Operations Manager (Regional), you will join our Customer Service business unit to lead the operational management of all customer service activities within your designated region. Reporting directly to the Customer Service Director, you will oversee transport and parking customer accounts, ensuring exemplary service delivery and long-term relationship stability. This is a pivotal leadership position where you will act as a subject matter expert, guiding other Arrive business units in operational and bid management. Your scope includes driving high-performance standards across your team while collaborating with key stakeholders to transform the urban mobility experience.

Job Responsibility

  • Deliver exemplary service by maintaining strong customer relationships and ensuring high levels of client retention
  • Manage all Service Level Agreements (SLAs) at a senior level, acting as the primary escalation point for complex queries and face-to-face client meetings
  • Lead, develop, and motivate the Customer Service team through accountable performance measures and tailored training programs
  • Identify and implement continuous service improvements to optimize operational efficiency and quality
  • Support pre-sales and strategic growth by identifying and costing new business opportunities and managing service subcontractors
  • Champion a culture of safety and compliance, working with HSEQ Advisors to ensure all processes are audited and aligned with business goals

Requirements

  • Proven track record of delivering outstanding customer service at a Senior Management level
  • Extensive experience managing operational customer service teams and overseeing contract SLAs
  • In-depth subject matter expertise in field service delivery within the parking or transport sectors
  • Strong financial aptitude with an understanding of budgets, contract costs, and resource allocation
  • Advanced communication skills and proficiency in core digital tools (Microsoft Office and Google Workspace)
  • Exceptional time-management skills with a commitment to meeting deadlines in a fast-paced environment
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