Lead Customer Care Incident Management (All Genders)

<p><span>As Lead Customer Care Incident Management (All Genders) you will be leading a team of 4 that interacts with different business units at Zalando when it comes to identifying, collecting and mitigation business incidents and challenges that occur on the many interfaces we have to our Customers’. With your team you ensure timely and proper resolution of incidents and irregularities, e.g. when it comes to targeted communication about delivery delays or specific, event-driven work instructions to our Customer Care teams. In addition, you identify patterns of defects to ensure orderly follow up and resolution and work on measures to mitigate negative customer experiences in the future and avoid unnecessary contacts for Customer Care. </span></p><p></p><h2><b><b>INCLUSIVE BY DESIGN</b></b></h2><p></p><p><span>At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit. </span></p><p><br/><span>We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process. </span></p><p><span>do.BETTER - our diversity &amp; inclusion strategy: </span><a href="https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy" rel="noopener noreferrer" target="_blank"><u><span><span>https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy</span></span></u></a><span> </span><br/><span>Our employee resource groups: </span><a href="https://corporate.zalando.com/en/our-impact/our-employee-resource-groups" rel="noopener noreferrer" target="_blank"><u><span><span>https://corporate.zalando.com/en/our-impact/our-employee-resource-groups</span></span></u></a><span> </span></p><p></p><p><b><b>WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)</b></b></p><ul><li><p><span>Responsible for the coordination and resolution of Customer Facing  Incident Management across Zalando Customer Care and Zalando in surfacing and resolving situations that require targeted Customer communication and to teams</span></p></li><li><p><span>Central point of contact for intake, distribution and reporting of business incidents between several Zalando business units, Being able to take complex incidents and simplify them for clear and effective communication to relevant stakeholders</span></p></li><li><p><span>Building of playbooks to address recurring customer critical  events  to increase resolution times, standardize our approach, create post mortem summaries and follow up actions</span></p></li><li><p><span>Leading and developing the team and team members by building healthy -inclusive environment and promoting diversity</span></p></li><li><p><span>Being able to independently handle high-pressure incidents, managing communication, providing updates to senior management and initiating escalations effectively and efficiently when necessary</span></p></li></ul><p></p><p><b><b>WE'D LOVE TO MEET YOU IF</b></b></p><ul><li><p><span>3+ years Leadership experience of Customer Care/Contact Center, Logistics, Incident Management or Process Management teams, ideally with a PMO background, managing stakeholder structures across several teams </span></p></li><li><p><span>Strong business and customer focus with demonstrated data-driven decision making or quantitative analysis skills</span></p></li><li><p><span>High attention to detail while comfortable with “hands-on” management of tasks, and proven ability to manage multiple, competing priorities simultaneously.</span></p></li><li><p><span>Great leadership skills, passion to build and strengthen a diverse team </span></p></li><li><p><span>Excellent verbal and written communication in English, German (would be a plus) used to distill complex information into clear and compelling narratives, making it accessible and relatable to their audience.</span></p></li></ul><p></p><h2><b><b>OUR OFFER</b></b></h2><p><span>Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.</span></p><ul><li><p><span>Employee shares program</span></p></li><li><p><span>40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners</span></p></li><li><p><span>2 paid volunteering days a year</span></p></li><li><p><span>Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration</span></p></li><li><p><span>Work from abroad for up to 30 working days a year</span></p></li><li><p><span>27 days of vacation a year to start</span></p></li><li><p><span>Relocati