Senior Operations Manager - Customer Support (f/m/d)

The Customer Happiness Team is focused on providing world-class customer support to our homeowners and guests, helping to win them back when things go wrong. You will be joining an ambitious and passionate team focused on building a customer-centric, consistent and reliable support operation in the context of a fast-growing and complex business. Working directly with the Head of Support and collaborating with support team leads, operations managers, workforce management and vendor/ BPO partners, you will work on a diverse group of projects to drive maximum impact to customer satisfaction. Come join our friendly and talented team based in the lovely cities of Munich or Malaga!

• Project Management: Lead numerous cross-functional projects in support, targeted with improving customer satisfaction and cost efficiency, working within an OKR framework.
• Diverse Support Operations Projects: Working directly with the Global Head of Support, you will lead and deliver programs ranging from workforce and real-time management, content, training and quality workflows, and vendor and team management  helping to drive major improvements across support.
• Problem-solving expertise: You will have the freedom to look at big problem statements in a logical and structured way, and scope out a comprehensive, holistic and pragmatic program of improvements.
• Data-driven decision making: You will back up your proposals using data and insights to help identify root causes, scope of solution and prioritise effectively to deliver maximum impact.
• Enablement: You will encourage, empower, motivate and collaborate with stakeholders with successful rollout of your program.

• A strong relevant background in support operations, such as workforce management, content, training, quality assurance or team management is highly preferred.
• A successful and extensive track record of program management and problem-solving in customer support teams, focus on customer experience and satisfaction improvement. 
• Experience in Customer Support, Strategy, Operations, Management Consulting, Investment Banking, Business Intelligence, or Economics is required - Experience in the tourism industry is a plus.
• Strong analytical skills, with experience in working with data visualisation tools such as Looker or Tableau and/or programming languages (SQL, Python).
• Extensive experience in stakeholder engagement and building networks. You will need to build bridges with several teams, engaging and influencing them to partner with you in roadmaps and rollouts. 
• A true passion for customer experience - you are hungry to create the best experience possible for our customers and have a high bar for quality.
• You are an excellent communicator in meetings, presentations or written formats, with a skill for catering your message to different audiences with a view to arrive at the desired outcome.
• You are very comfortable managing multiple, ongoing tasks in a dynamic, fast-paced environment.
• Team-first attitude with a bias towards collaboration and inclusion. Calm under pressure. You are comfortable working in a fast-paced environment.

• Have an impact on the millions of people using our product every month.
• Grow with responsibility from day 1 and develop yourself further through regular feedback, workshops and knowledge exchange.
• Use your personal development budget and 2 extra days off to enhance your professional skills by visiting conferences, buying books, attending courses and more.
• Connect and have fun with international, diverse and yet like-minded people at work, regular events and weekly office days with your team.
• Get to know the world with our flexible home office policy and the opportunity to work from other local offices.
• Go travelling for 28 vacation days + the possibility to take up to 10 unpaid vacation days with interesting discounts on our Bookiply properties.
• Get a sneak peek at the adventure that awaits you on Instagram @lifeatholidu.