Process Manager Customer Service | Process Manager (m/w/d) Customer Service, Hermes Zentrale Hamburg

Job Summary

As a Process Manager for Customer Service, you will play a pivotal role in shaping and optimizing customer service operations for Germany's second-largest parcel delivery service. Your daily tasks will involve independently developing and implementing service processes derived from overarching company processes and customer journeys. You will be responsible for creating decision templates and business cases, ensuring an optimal customer experience across all contact channels by analyzing feedback and KPIs. This role requires comprehensive project management, close collaboration with various departments, and the ability to define and monitor process modeling and documentation standards. The ideal candidate will bring a strong background in process analysis and optimization, project leadership, and excellent communication skills, contributing to a secure and future-oriented industry.