Risk Mitigation Lead, Customer Care | Risk Mitigation Lead in Customer Care (All Genders)
Zalando SE
Job Summary
As the Risk Mitigation Lead in Customer Care, you will spearhead a critical function safeguarding Zalando and its customers from complex threats. Your daily responsibilities will include leading and developing a team of 15 Risk Mitigation Experts, coaching them to effectively manage high-stakes cases involving financial and reputational exposure, including fraud prevention and data privacy (GDPR) compliance. You will drive operational excellence, champion performance by analyzing KPIs, and strategically improve risk detection and mitigation strategies. This role requires overseeing critical incident responses, cultivating a culture of diligence and resilience within the team, and fostering strong collaborations with senior internal stakeholders like Fraud Prevention, Legal, and Corporate Communications to maintain a secure and trustworthy environment.
Required Skills
Education
Not specified
Experience
- Proven leadership experience as a Team Lead, preferably in risk management, fraud prevention, data privacy, escalations, or compliance-focused customer service
- Demonstrable success in managing team performance in critical operations
- Experience in coaching and mentoring Team Leads or senior specialists handling sensitive, complex, and high-consequence work
- Strong knowledge of customer service processes with expertise in data privacy (GDPR), fraud prevention principles, and reputational risk management
- Experience in planning and implementing projects or improvement initiatives related to risk management, compliance, or quality assurance in a customer-facing context
- Proven ability to effectively collaborate with, influence, and provide expert advice to senior stakeholders
- Experience leading teams through critical incidents or significant regulatory/procedural changes
Languages
Additional
- Not specified
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