Service Optimisation Expert Job at Zalando Lounge (Berlin)

Service Optimisation Expert

As a Service Optimisation Expert, you will be at the forefront of innovation wit...

Location

Germany , Berlin

Salary:

Not provided

Zalando Sverige

Expiration Date

Until further notice

Requirements

Minimum of 2 years of hands-on experience in customer service or handling customer escalations
Experience within Zalando or a comparable dynamic, large-scale B2C environment
Strong knowledge of Customer Care processes and technologies
Deep familiarity with Zalando's CuCa ecosystem is a significant advantage
Proven ability to critically evaluate and challenge new and existing processes
Passion for actively participating in and driving process improvements
Knack for thinking creatively and the confidence to suggest and implement solutions that may extend beyond current guidelines
Strong decision-making capabilities, particularly when faced with ambiguity or novel situations
Ability to swiftly adapt to changing projects, diverse tasks, and evolving priorities
Familiarity with Six Sigma or similar continuous improvement methodologies is a strong plus

Job Responsibility

Lead and support the testing, trialing, and piloting of new customer services, processes, and cutting-edge solutions across all CuCa touchpoints, which includes hands-on customer contact handling during these exploratory phases
Actively contribute to the evolution of our AI solutions by performing vital content-related tasks, such as monitoring live sentiment analysis and meticulously labeling data for machine learning model development
Support the execution and maturation of Customer Care related Zalando Group solutions, preparing them for broader scaling
Engage in regular direct customer contact to maintain a deep understanding of their needs and experiences
Conduct occasional service benchmarking activities to identify industry best practices, emerging trends, and opportunities for Zalando to lead and innovate
Perform targeted quality assessments as driven by business needs, providing valuable insights to refine processes and improve service delivery

What we offer

Employee shares program
40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
2 paid volunteering days a year
Work from abroad for up to 30 working days a year
27 days of vacation a year to start for full-time employees
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
Drive your development through our training platform and biannual peer-to-peer review

Fulltime

Customer Experience Executive

Ciphr has an exciting opportunity for a Customer Experience Executive to join th...

Location

United Kingdom , Reading

Salary:

Not provided

Ciphr

Expiration Date

Until further notice

Requirements

Experience within the SaaS/HCM industry, with a proven track record of understanding products and services at an expert level
Evidence of deploying a customer focus approach with the ability to amplify the voice of the customer within the business
Able to resolve issues effectively, handle difficult conversations constructively, and remove obstacles for customers
Organisation skills to effectively prioritise multiple customer requests and communicate regular updates to the business and customer
Dedicated to delivering outstanding customer experiences, willing to go the extra mile
Experience of using CRM and ticketing systems effectively
Available to travel to offsite meetings and visit customers as required
The drive and determination to deliver the right resolution for both the company and the customer
Operating with high agency
willing to go above and beyond to remove blockers for the customer and provide expert service

Job Responsibility

Analyze customer needs, expectations, and perceptions through feedback, data, and market trends to shape customer experience strategies
Focus on increasing customer satisfaction, loyalty, and advocacy
Promote and drive cross-functional collaboration to streamline processes and enhance the customer experience
Build trusted customer relationships, addressing needs and challenges with tailored strategies or corrective action plans
Advocate for customers by amplifying their feedback and concerns within the organisation
Design and optimise customer journeys across channels by consulting internal and external stakeholders ensuring that our tone of voice and brand are represented effectively
Identify and act on opportunities for customers to gain more value, in collaboration with commercial teams
Facilitate customer skill development and product adoption through training, education, and enablement sessions
Supporting the planning and delivery of customer service and support projects, ensuring resources and project timelines are prioritised in line with customer needs and expectations
Model our values, brand and tone of voice to support a gold-standard customer experience and encourage the wider customer operations team to embed these at all customer touch points

What we offer

30 days annual leave plus bank holidays
Family National Trust Membership
Birthday day off
Religious holiday swap
Family forming support - e.g., time off for family forming appointments or to support your partner
Enhanced maternity and paternity leave
Work from Anywhere for 4 weeks per year
Volunteering days for 2 days per year
Cycle to work scheme
Pension

Fulltime

Business Systems Architect Principal

The Business Systems Architect Principal is central to BT International’s transf...

Location

Hungary , Budapest

Salary:

Not provided

Plusnet

Expiration Date

Until further notice

Requirements

Strategic Architecture Leadership – Proven ability to define and communicate architectural vision for complex business systems landscapes, with track record driving large-scale transformation programmes in regulated telco environments
Business Systems Domain Expertise – Deep understanding of BAU systems (sales, service, enterprise applications) and service operations platforms (service desk, AI Ops, lead-to-cash, billing, inventory) with knowledge of how these capabilities support business operations and cost optimisation
Systems Integration – Extensive experience linking together various IT systems, services and software across BAU applications, service operations platforms and NaaS capabilities to enable functional operation and support business processes
Vendor and Stakeholder Management – Strong ability to work with SaaS platforms and enterprise vendors as strategic partners, negotiate technical implementations and manage complex stakeholder relationships across business and operational teams
Modernisation Patterns – Expert knowledge of incremental modernisation approaches including service operations automation, AI-driven process optimisation and cloud-native patterns that balance operational continuity with transformation
Technical Depth – Hands-on background in business systems integration and service operations with coding capability, enabling credibility with engineering teams and active participation in technical spikes when needed
Operational Excellence – Understanding of comprehensive observability, service resilience and operational automation approaches including metrics, logging, distributed tracing and telemetry pipelines for business systems
NaaS Integration Understanding – Knowledge of how BAU systems integrate with network-as-a-service models, enabling sales and service operations to leverage aaS capabilities whilst maintaining operational stability
Leadership and Influence – Ability to lead blended IT teams (support, maintenance, BAU systems, service operations) through transformation, build consensus across organisational boundaries and develop technical leadership capability in operational functions
Extensive experience leading IT systems and BSS architecture in telecommunications or complex B2B environments, with demonstrated success modernizing legacy landscapes across multiple system domains

Job Responsibility

Define and lead the architectural strategy for business systems across BAU applications (sales, service, enterprise) and service operations (AI Ops, Service Desk, L2C including Pricing/Design/Quoting/SRM, billing, inventory), establishing target state architecture that optimises legacy systems whilst designing future-ready capabilities
Own the business systems portfolio optimisation roadmap, making strategic keep/modernise/retire decisions for BAU systems and service operations platforms based on technical fitness, cost-effectiveness and alignment with asset-light, NaaS-based operating model
Establish systems integration approaches that link together BAU applications, service operations platforms and NaaS capabilities, enabling functional operation across sales, service and enterprise systems whilst supporting business processes
Lead vendor strategy for business systems platforms including SaaS applications, enterprise systems and service operations tools, negotiating strategic partnerships that simplify IT landscape whilst aligning with aaS business needs and reducing vendor dependencies
Champion modern architecture patterns including service operations automation, AI-driven process optimisation, billing automation, inventory accuracy improvement and self-service capabilities that reduce manual propensity and improve cost-to-serve metrics
Design for operational excellence by establishing comprehensive observability across business systems including metrics, logging, distributed tracing and telemetry that enable proactive issue detection and support continuous improvement in service delivery
Collaborate with Data and AI architects to leverage data platforms and AI capabilities for business intelligence, service automation and customer insights, ensuring business systems generate valuable data and support AI-driven process improvements
Drive architectural governance through design reviews and architecture conformance processes, ensuring business systems initiatives align with enterprise standards, security requirements and support transformation to asset-light operating model
Build and mentor Business Systems architects who work with BAU operations and service delivery teams, establishing technical leadership capability and fostering architectural thinking across support, maintenance and enterprise systems functions
Work with engineering leadership to establish integration patterns that connect business systems with NaaS capabilities, enabling sales and service operations to leverage network-as-a-service whilst maintaining operational stability and cost-effectiveness

What we offer

Cafeteria package - HUF 600,000/ year
Performance-based bonus
Comprehensive private health care package for all the employees, which can be extended to family members
Nursery support for mothers returning from maternity
Extended paternity leave: 10+10 day fully paid days
Commuting allowance
Home office allowance
Employee discount opportunities
Highly affordable mobile packages for the family as well
New high-class offices both in Budapest and Debrecen

Fulltime

Manager, Engagement Management

The Manager, Engagement Management is a critical role on our growing AI Expert S...

Location

Australia , Sydney

Salary:

Not provided

Braze

Expiration Date

Until further notice

Requirements

Facilitate client workshops
Conduct research, diagnostic assessments, and stakeholder interviews
Identify opportunities for process improvement
Develop evidence‑based recommendations
Drive process improvement
Lead end‑to‑end delivery of consulting engagements
Manage project risks, timelines, resources, and stakeholder expectations
Coordinate cross‑functional delivery teams
Facilitate structured workshops
Drive successful customer engagements

Job Responsibility

Leading and delivering consulting engagements that support clients in improving business performance, operational efficiency, and strategic outcomes
Providing expert advisory services across program planning, process optimisation, stakeholder engagement, and implementation of business solutions
Being passionate about technical program delivery, process engineering, defining strategy, and championing best practices
Developing relationships with customer stakeholders

What we offer

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience
Opportunities to give back to your community
Employee Resource Groups

Associate Manager, Marketplace & Refunds Optimisation

We’re looking for an Associate Manager, Marketplace & Refunds Optimisation to jo...

Location

Estonia , Tallinn

Salary:

Not provided

Bolt

Expiration Date

Until further notice

Requirements

4+ years of experience in Customer Experience, Strategy & Operations, Merchant Operations, Program Management, or similar roles within services, marketplaces, or tech-enabled businesses
Experience in process optimisation, operational excellence, policy management, or service recovery
Strong analytical skills with proficiency in data tools such as SQL, Looker, Tableau, or similar
Comfortable interpreting statistical results (distributions, correlations, experiments) and transforming data into business solutions
Excellent communication and stakeholder management skills, with experience collaborating across global teams
Strong organisational and project management abilities — able to lead multiple initiatives simultaneously

Job Responsibility

Refund Governance & Policy. Define and scale a global refund governance framework, ensuring fair, consistent, and financially sustainable policies across markets. Lead policy improvement and change-management initiatives in collaboration with central and local teams
Data Analysis & Insights. Deep-dive into refund and deduction data to understand the drivers of refund costs, post-issue churn, and automation accuracy. Maintain and improve dashboards and reports covering refund % of GMV, re-order rate after service issues, and ticket accuracy. Translate analytical findings into clear, actionable recommendations
Process & Project Management. Manage cross-functional projects focused on improving refund efficiency, fairness, accuracy, and automation. Partner with multiple global stakeholders, like CS Experience, Product, Merchant Operations and also with local teams to drive alignment and execute improvements
Stakeholder Management. Build strong, trust-based relationships with teams across HQ and local markets. Act as the domain expert for refund-related processes and tooling, ensuring operational needs are represented in product development

What we offer

Play a direct role in shaping the future of mobility
Impact millions of customers and partners in 600+ cities across 50+ countries
Work in fast-moving autonomous teams with some of the smartest people in the world
Accelerate your professional growth with unique career opportunities
Get a rewarding salary and stock option package that lets you focus on doing your best work
Enjoy the flexibility of working in a hybrid mode with a minimum of 3 days in the office each week to foster strong connections and teamwork
Take care of your physical and mental health with our wellness perks

Fulltime

Identity Engineer - Privileged Access

We’re hiring an Identity Engineer – Privileged Access to play a hands-on, subjec...

Location

Australia , Richmond

Salary:

Not provided

Australia Post

Expiration Date

Until further notice

Requirements

Hands-on Identity Engineering specialist with deep expertise in Privileged Access Management
Strong track record of delivering and supporting critical business services within medium to large enterprise environments
Extensive experience across CyberArk and supporting technologies, with CyberArk Privileged Cloud highly desirable
Recognised as a subject matter expert with demonstrated thought leadership
Successfully managed and governed PAM environments in line with security best practice
Strong technical depth across directory services and identity platforms, including LDAP, Active Directory and Entra
Comfortable operating in complex, multicloud environments, with AWS experience highly regarded
Proficient in scripting languages such as PowerShell, Python and Perl
Experienced working with modern engineering and delivery tooling including GitLab, CI/CD pipelines, Jira and enterprise testing platforms
Trusted partner who builds high value relationships across engineering, architecture, security and enablement teams

Job Responsibility

Play a hands-on, subject matter expert role in strengthening the security foundations of Australia Post
Accountable for designing, enhancing and supporting our Privileged Access Management (PAM) platform
Ensure the PAM platform operates reliably, securely and at scale to enable critical business services
Balance delivery and operations
Bring strong technical depth, a customer-first mindset and a focus on quality, stability and continuous improvement
Own and uplift our CyberArk Privileged Cloud PAM platform end-to-end
Responsible for the operation, enhancement and support of the privileged access management platform: CyberArk Privileged Cloud and the services that it supports including service management
Fulfill the 24×7 support obligation by participating equally in the on-call roster and duties
Demonstrate technical thought leadership in delivery and service optimisation keeping a continuous improvement mindset
Provide expert technical consulting to both mature the function in BAU and deliver robust work products for projects that align to design standards, patterns and identity strategy

What we offer

Career Development opportunities
Work-Life Balance with flexible working arrangements
Employee Wellbeing resources and support
Inclusive and barrier-free recruitment process and workplace

Fulltime

Machine Learning Platform / Backend Engineer

We are seeking a Machine Learning Platform/Backend Engineer to design, build, an...

Location

Serbia; Romania , Belgrade; Timișoara

Salary:

Not provided

Everseen

Expiration Date

Until further notice

Requirements

4-5+ years of work experience in either ML infrastructure, MLOps, or Platform Engineering
Bachelors degree or equivalent focusing on the computer science field is preferred
Excellent communication and collaboration skills
Expert knowledge of Python
Experience with CI/CD tools (e.g., GitLab, Jenkins)
Hands-on experience with Kubernetes, Docker, and cloud services
Understanding of ML training pipelines, data lifecycle, and model serving concepts
Familiarity with workflow orchestration tools (e.g., Airflow, Kubeflow, Ray, Vertex AI, Azure ML)
A demonstrated understanding of the ML lifecycle, model versioning, and monitoring
Experience with ML frameworks (e.g., TensorFlow, PyTorch)

Job Responsibility

Design, build, and maintain scalable infrastructure that empowers data scientists and machine learning engineers
Own the design and implementation of the internal ML platform, enabling end-to-end workflow orchestration, resource management, and automation using cloud-native technologies (GCP/Azure)
Design and manage Kubernetes-based infrastructure for multi-tenant GPU and CPU workloads with strong isolation, quota control, and monitoring
Integrate and extend orchestration tools (Airflow, Kubeflow, Ray, Vertex AI, Azure ML or custom schedulers) to automate data processing, training, and deployment pipelines
Develop shared services for model behavior/performance tracking, data/datasets versioning, and artifact management (MLflow, DVC, or custom registries)
Build out documentation in relation to architecture, policies and operations runbooks
Share skills, knowledge, and expertise with members of the data engineering team
Foster a culture of collaboration and continuous learning by organizing training sessions, workshops, and knowledge-sharing sessions
Collaborate and drive progress with cross-functional teams to design and develop new features and functionalities
Ensure that the developed solutions meet project objectives and enhance user experience

Fulltime

Head of Customer Service

As the first point of contact for our customers, our Customer Service team is at...

Location

Germany , Hamburg

Salary:

Not provided

About You

Expiration Date

Until further notice

Requirements

Completed studies
Several years of experience in customer service in the call centre or e-commerce environment
Extensive management experience
Good knowledge of customer service & e-commerce processes and technologies
Very good knowledge of MS Office
Very good written and spoken English skills, fluent German skills
High degree of initiative, assertiveness and sense of responsibility
Strong analytical skills and a structured way of working

Job Responsibility

Management responsibility for a team of customer service experts and project managers
Coordination and further development of our external call center
Managing, monitoring and further developing existing customer service processes in order to guarantee the best possible customer service
Defining, evaluating and analysing relevant KPIs and optimising our internal reporting and controlling system in Customer Service
Strategic integration and further development of modern automation processes
Internal & external escalation management and proactive derivation of relevant recommendations for action
Close collaboration with national and international cooperation partners
Contract and condition negotiations with service providers
Complex and challenging projects along the entire order, returns and complaints processes

What we offer

Hybrid working
Fresh fruit every day
Sports courses
Exclusive employee discounts
Free drinks
Language courses
Mobility subsidy
State-of-the-art technology
Central Location
Flexible Working Hours

Service Optimisation Expert

Zalando Lounge

Location:
Germany , Berlin

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 23, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Service Optimisation Expert

Service Optimisation Expert

Customer Experience Executive

Business Systems Architect Principal

Manager, Engagement Management

Associate Manager, Marketplace & Refunds Optimisation

Identity Engineer - Privileged Access

Machine Learning Platform / Backend Engineer

Head of Customer Service

Service Optimisation Expert

Zalando Lounge

Location:Germany , Berlin

Category:Customer Service

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:January 23, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Service Optimisation Expert

Service Optimisation Expert

Customer Experience Executive

Business Systems Architect Principal

Manager, Engagement Management

Associate Manager, Marketplace & Refunds Optimisation

Identity Engineer - Privileged Access

Machine Learning Platform / Backend Engineer

Head of Customer Service

Location:
Germany , Berlin

Category:
Customer Service

Contract Type:
Not provided

Job Posted:
January 23, 2026