Junior Manager Operational Excellence (all genders)

THE ROLE AND THE TEAM

The Customer Experience team acts as a vital bridge between Customer Support Stakeholders (e.g. Customer Care (CuCa)) and Zalando Payments ensuring smooth Payments Operations and resolving complex payment-related issues that directly impact customer satisfaction.

As a Junior Manager Operational Excellence youll be the pivotal expert driving continuous process improvements across two operational teams maximizing efficiency and enhancing the end-to-end payment journey for Zalandos customers. Youll be a hands-on supporter tackling complex operational topics and partnering with leads and stakeholders on new payment methods markets and processes.

At ZPS our mission is to provide a seamless secure and efficient payment experience that maximizes customer satisfaction and drives business success. We are committed to championing our customers while maintaining operational excellence across all ZPS payment processes. By ensuring frictionless transactions and improving conversion rates we strengthen the payment journey and serve as a vital link between Zalando Customer Care Zalando SE Finance and Zalando Payments.

INCLUSIVE BY DESIGN

If you think you have what it takes we encourage you to apply even if you dont meet every single requirement. You may just be the right candidate for this or other roles!

At Zalando our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce one that thrives on diversity and is truly inclusive by design. We believe that diverse teams fuel innovation and creativity and we actively seek out talent from all backgrounds.

We actively seek to reduce bias in our hiring and employment processes focusing on your qualifications skills and contributions. To support this we kindly ask that you refrain from including personal details such as your photo age or marital status in your CV ensuring a fair and equitable evaluation based solely on your abilities and potential.

We are committed to providing an exceptional and accessible candidate experience for everyone. If you require any accommodations to support you throughout the hiring process please let us know we are here to assist you.

Discover more about our commitment to creating a diverse and inclusive workplace: WED LOVE YOU TO DO (AND LOVE DOING)

• Youll lead and manage small to mid size projects with a defined scope to drive continuous process improvement initiatives within operational teams coordinating with internal and external stakeholders to set up milestones and deliver desired outcomes including supporting the implementation of new payment methods markets and process changes.

• Youll act as a domain expert on all operational processes diving deep into daily tasks and providing hands-on support to maintain service and quality.

• Youll mentor and empower team members supporting their journey in driving operational excellence initiatives and fostering a culture of continuous improvement.

• Youll analyze and interpret KPIs and data to evaluate team performance derive conclusions and provide actionable recommendations to Leads.

• Youll proactively challenge processes bring up alternatives and improvements ensuring smooth collaboration with stakeholders and peers to set up new projects define milestones and deliver desired outcomes.

• Youll independently identify complex operational problems analyze them and develop ideas for their solutions seeing them through to completion.

WED LOVE TO MEET YOU IF

• You have a proven track record in driving project management and process improvements with a background in customer service being a plus.

• You possess strong communication and people skills with a proven ability to build stakeholder relationships and deliver training/coaching sessions.

• You have a clear analytical focus capable of interpreting data drawing conclusions and providing actionable recommendations.

• You demonstrate expertise in process landscapes and systems understanding dependencies and their business impact.

• You are proficient in project and time management.

• You are independent hands-on and thrive in a collaborative team environment.

If you think you have what it takes we encourage you to apply even if you dont meet every single requirement. You may just be the right candidate for this or other roles!

OUR OFFER

Zalando provides a range of benefits heres an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• 27 days of holiday a year to start for full-time employees

• 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

Drive your development through our training platform and biannual peer-to-peer review