• Above-average salary and 30 days of vacation 
• We enable you to balance your professional and personal life through flexible and mobile working options
• Crisis-proof and future-oriented elevator industry - become part of Germany's market leader
• Work on world-changing products and experience the diversity of our digital technologies
• We provide you with a laptop, in the office you will have a height-adjustable desk and two screens at your disposal
• In our canteen you can choose from three dishes every day (including vegan and vegetarian options)
• In our modern offices you can enjoy unlimited coffee, water, and tea
• We also offer free parking on campus and a direct connection to the U6

The BPO Customer Care Center is responsible for shaping and executing the global strategy for all customer care centers within the organization. This role ensures alignment across regions while fostering innovation, operational excellence, and customer-centric transformation. As a global leader in the matrix setup, the position involves close collaboration with regional customer care center managers, group departments, and development teams to define priorities and drive strategic initiatives. A key focus is on enhancing customer experience, strengthening retention, and building a scalable outbound capability to support commercial growth. The role also leads global AI-driven innovation projects to future-proof operations and elevate service quality. 

You will be responsible for the following tasks:

1) Global Strategy & Governance

• Define and evolve the global strategy for CCCs in alignment with corporate goals (with a focus on efficiency and task consolidation and outbound sales enablement)
• Prioritize initiatives and set global standards in collaboration with regional managers.
• Ensure consistent governance and performance tracking across all regions.       
  
  

2) Project Leadership

• Lead global strategic projects focused on new technologies with strong focus on AI and automation to elevate service quality and efficiency.
• Identify and implement next-generation technologies to future-proof CCC operations.
• Collaborate with internal tech and innovation teams to pilot and scale AI solutions.         
   

3) Stakeholder Engagement & Communication

• Maintain regular exchange with regional CCC managers to gather insights and align on priorities.
• Act as the central point of contact for group departments and development teams.
• Facilitate cross-functional collaboration and ensure transparent communication.
• Conduct workshops and meet CCC managers in person to gather frontline feedback.          

4) Operational Excellence & Best Practices

• Monitor global performance metrics and identify areas for improvement.
• Share best practices and success stories across regions to foster continuous improvement.
• Support local teams in implementing global initiatives effectively.         

• Bachelors or Masters degree, preferably in engineering or business            
• Several years of experience in service operations, ideally in a customer-facing or service management role
• You successfully integrated new technologies in your previous projects and have a strong interest in innovation, particularly in areas like AI and automation
• Working experience in a matrix organization with cross-functional and cross-cultural teams is an advantage
• Familiarity with customer contact center environments, including understanding of opera