EMP Customer Service Design Manager (m/f/d)
Location: Essen, North Rhine-Westphalia, Germany
Job description
Your mission
Purpose of the Position
You ensure that our customers can use our international E-Mobility offering reliably and receive fast, effective support when they have questions or encounter problems.
To achieve this, you develop the EMP-specific customer service and operations processes and embed them in the national and regional Operations units together with the Global Head of Operations. You combine a high degree of automation with clear escalation paths and reliable human support for complex cases and emergencies.
Your Responsibilities
- Develop cross-country EMP service processes-from registration and payment queries to charging issues and complaints-and coordinate market implementation
- Together with Global- and the National Operations, define service standards, responsibilities, and escalation paths, considering local languages, requirements, and operating structures
- Together with the AI Unit, design an AI-supported service model combining self-service, automation, and reliable handover to employees
- With Operations units and service partners, ensure clear contacts and coordinated processes for complex cases and emergencies
- Define requirements for the service organization and work closely with Global Operations on their implementation
- Establish a knowledge base and training processes that provide teams, partners, and AI systems with consistent, up-to-date information
- Support product, feature, and country launches and ensure service readiness with the teams involved
- Analyze service KPIs, customer feedback, and recurring errors to improve processes, knowledge resources, and the product
- Add operational requirements to the product backlog and work with Product Management to resolve root causes sustainably
- In case of an incident, coordinate service handling and customer communication with Operations, Development, and other functions
Your profile
- You have several years of experience in customer service management, service operations, or a comparable role for digital products and services
- You have established or further developed service processes and can implement them across multiple teams, organizational units, or countries
- You have experience working with external service partners and managing service quality and agreed performance standards
- You are familiar with customer service platforms, ticketing systems, and knowledge management, and can formulate business requirements for these systems
- You have practical experience with AI-supported customer service or the automation of service processes and can assess suitable use cases and the necessary handovers to human employees
- You work in a data-driven way and use KPIs such as resolution rate, handling time, customer satisfaction, and cost per case to prioritize improvements
- You can establish binding processes in an international matrix organization and constructively reconcile differing interests
- You combine customer focus with commercial thinking and maintain an overview even during incidents or difficult customer cases
- You are willing to travel regularly within EDRI’s European markets to collaborate with country teams and partners
- You communicate confidently in English. Experience in E-Mobility or with transaction- and payment-related services, is an advantage
Why us?
- People take centre stage: Become part of a dynamic, ambitious and agile team that develops solutions for the eMobility market and be part of our EDRI events
- With us, you get the best of both worlds - 100% start-up with the support of a large company
- The freedom you need: We offer you hybrid working with flexible working hours
- Workation: Enjoy the flexibility to work temporarily from abroad - within the EU
- You will receive a competitive salary with a performance-related bonus
- A company pension scheme is of course also one of the benefits with us
- Sustainable learning opportunities: We support you with a training budget of 5,000 euros per year
- You get everything you need to get started: onboarding with welcome gifts and all the hardware you need
Contact
Diversity counts at E.ON. We welcome all people and are convinced that differences make us stronger. Become part of our inclusive and diverse corporate culture!
Seize the opportunity to become part of our E.ON Drive Infrastructure team and not only create prospects for the future of E.ON, but also for your own.
We look forward to getting to know you!
Laura
Junior Recruiter
Do you have any questions or difficulties with your application? Please contact me at laura.ackermann@edri.com.
Inclusion
It is important to us to ensure that people with disabilities have a fair recruitment process in which they can demonstrate their best qualities. For this reason, our representative for people with severe disabilities is involved in the process at an early stage. Please let us know via the application form if you require any technical or organisational adjustments for the recruitment process. We will be happy to provide these.
If you are unable to apply online and would like to speak directly with someone, please contact the recruiter.
What else you should know:
Type of contract:
Permanent contract
Employment type:
Full time
Work Model:
Hybrid
Company:
E.ON Drive Infrastructure GmbH
Job number:
M0237
As long as the position is advertised on our careers page, we are looking for suitable candidates (f/m/d). We look forward to receiving your application!
Data protection
Additional information can be found here.
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