Manager (m/f/d) Customer Experience - Booking Process Owner - limited until 31.12.2026

Hapag-Lloyd is undergoing a global transformation - and you can be at the heart of it. As we reimagine how we deliver customer service, we’re looking for a Manager (m/f/d) Customer Experience - Booking Process Owner to help drive smarter, faster, and more reliable ways of working across our global Booking operations.

In this temporary role (until December 2026), you’ll work closely with Product Owners, sub-Product Owners, regional leaders, and global stakeholders to optimize service delivery processes, scale improvements, and contribute to meaningful change in one of the world’s leading shipping companies.

• Act as the process excellence lead for the Booking product, supporting Product and Sub-Product Owners in assessing, mapping, and improving service delivery workflows
• Champion a culture of continuous improvement, leveraging Lean Six Sigma, Process Mining, and data-driven insights
• Collaborate across Headquarters, Regions, and Areas to ensure global alignment and adoption of best practices
• Build strong partnerships with cross-functional teams - especially with Product, IT, and Customer Service - to co-create scalable solutions
• Translate complex information into clear, engaging PowerPoint presentations and reports for both leadership and operational audiences
• Drive initiatives focused on standardization, automation, and centralization
• Define and monitor governance frameworks, ensuring improvements are implemented, tracked, and sustained
• Inspire teams to think differently, solve problems creatively, and deliver a world-class customer experience

• University degree in Business Administration, Economics, Logistics, or a related field
• Minimum 5 years of experience in Process Excellence, Business Process Management, or Operational Optimization
• Hands-on expertise in Lean Six Sigma, Process Mining, or similar methodologies
• Strong stakeholder management capabilities with experience working in global, cross-functional environments
• Excellent presentation and communication skills, with confidence in using PowerPoint for executive-level messaging
• Analytical thinker with a data-driven, structured, and proactive working style
• Fluency in English (spoken & written); German is a plus
• Experience in shipping, logistics, or customer service operations is a plus

With a fleet of 308 modern container ships and a Vessel Capacity of 2.4 million TEU, as well as a Container Capacity of 3.7 million TEU including one of the world’s largest and most modern reefer container fleets, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 17,100 employees and more than 400 offices in 140 countries. Hapag-Lloyd has a transport volume of 12.5 million TEU per year. A total of 135 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 21 terminals in Europe, Latin America, the United States, India, and North Africa. The employees assigned to the Terminal & Infrastructure segment deal with terminal-related activities and provide complementary logistics services at selected locations.