ROU | req3718
Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,400 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!

We are seeking a highly motivated and experienced Head of Customer Service Operations to join our dynamic and international team.
If you are passionate about leading teams, optimizing processes, and delivering exceptional customer service, join us!

Main Responsibilities:

• Lead and develop the SSC Customer Service Operations department, managing 35 employees across 4 teams.
• Oversee recruitment, hiring, and administration to maintain the necessary skill sets.
• Create a motivating environment to boost employee satisfaction and engagement.
• Steer daily operations to ensure KPI compliance and achievement of team objectives.
• Manage operational capacity and resource planning in collaboration with national units.
• Optimize resource allocation across support channels and queues.
• Represent SSC Customer Service Operations to international stakeholders and departments.
• Drive process optimization and standardization in collaboration with global teams.
• Define and implement quality standards and reporting methods in line with international initiatives.
• Lead internal projects for efficiency, automation, and quality assurance improvements.

• Education: Bachelor’s degree (Master’s degree preferred)
• Experience: At least 7 years in a managerial role within customer service, sales, or back-office operations

Key Skills:

• Proven leadership and people management experience
• Strong understanding of customer service KPIs and data analysis
• Excellent communication and interpersonal skills
• Ability to thrive in a fast-paced, international, and dynamic environment
• Fluent in English (spoken and written)
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)

Nice-to-Haves:

• Additional language skills (e.g., French, German, or Italian)
• Experience with MS Dynamics 365 CRM, Genesys PureCloud, or Genesys Workforce Management