Global Operations Manager (f/m/d) (Customer Service Consultant)

Job Title: Global Operations Manager (f/m/d)

Job Description: In this role, you are responsible for the worldwide operational success, service quality, and financial performance of our globally contracted accounts, such as Emergency Services (eCall), Stolen Vehicle Services (SVS), and Roadside Assistance Services (RSA). You act as a strategic link between our global customers and the regional service centers. In doing so, you ensure that Service Level Agreements (SLAs) are efficiently met, while simultaneously driving continuous improvements and supporting business growth.

• You are responsible for the worldwide operational success, service quality, and financial performance of our globally contracted accounts, such as Emergency Services (eCall), Stolen Vehicle Services (SVS), and Roadside Assistance Services (RSA).
• You act as a strategic link between our global customers and the regional service centers.

• You ensure that Service Level Agreements (SLAs) are efficiently met, continuous improvements are driven, and business growth is supported.
• You assume end-to-end responsibility for the worldwide delivery of the contractually agreed operational, qualitative, and economic results for the assigned global account.

• You monitor and control the budget, financial performance, and overall operational profitability of the account.
• You ensure operational processes as well as resource allocation for the global account based on internal goals, coordinate these, and make corresponding decisions.

• You work closely with local operations management in the various regional hubs to coordinate capacity planning, shift models, and personnel requirements.
• You function as an interface for internal and external communication to ensure maximum transparency regarding the status of the global account.

• You maintain a real-time overview of global account KPIs such as service levels, accessibility, personnel deployment, and quality metrics.
• You moderate and conduct regular governance meetings and reporting cycles between customers and regional service hubs.

• You actively support new business opportunities and portfolio expansions with existing customers.
• You work closely with product management and sales to design and present tailored operational solutions for potential new customers.

Qualifications: Experience: Several years of professional experience in operations management, service delivery, or key account management in an international environment. Experience in the field of mobility or customer care services is desirable.

Know-How:

• Sound knowledge in KPI-driven operational leadership (e.g., service level management, workforce management, accessibility tracking).
• Strong business understanding as well as experience in budget planning and resource calculation.
• Intercultural leadership competence and experience in leading virtual, geographically distributed teams.
• Excellent communication and stakeholder management skills with the ability to present confidently to leadership teams on the customer side.
• High resilience and crisis management competence to handle demanding operational situations.

Working Style & Personality:

• High degree of initiative, assertiveness, as well as a structured and goal-oriented way of working.
• Intercultural competence and enthusiasm for working in global, diverse teams, as well as a willingness to undertake occasional international business travel.

Communication & Languages: Excellent communication and presentation skills, business fluent English in speaking and writing (primary project-relevant language); very good German skills are a great advantage for coordination at the German locations.

Additional Information: The place of work for this role can be established in Berlin, Magdeburg, or Leipzig.

Street Address: Bismarckstraße 71

Additional Information: Requirements for the applicant: Advanced knowledge: Complaint processing, financial planning, calculation, customer consulting, customer care, Customer-Relationship-Management (CRM), scheduling, monitoring, Key-Account-Management (large customer management), creating customer offers