Senior Operations Performance Manager (m/f/d)

As Operations Performance Manager, you are the driving force behind the performance of our external service providers in the area of Customer Service. You are responsible for the entire performance lifecycle: from quality assurance and the management of employee development to escalation management and cost control. In doing so, you ensure that our partners not only meet expectations but continuously set new standards. As a reliable interface between SIXT and its service providers, you translate performance data into concrete improvement measures, with a direct impact on customer satisfaction and operational excellence.

YOUR ROLE AT SIXT

• You monitor and ensure that service providers meet all qualitative requirements, including SLA validation, implementation and review of qualitative KPIs, as well as regular benchmarking based on agreed criteria
• You ensure that service providers deploy qualified and well-trained personnel capable of delivering high-quality service, including monitoring agent performance, identifying training gaps, and ensuring effective upskilling programs
• You ensure that service providers maintain robust escalation processes to resolve issues quickly and effectively, including reliable complaint processes and frameworks for managing customer satisfaction
• You ensure that high-quality services are delivered within the agreed budget; in doing so, you actively identify potential savings without compromising quality, and ensure that invoicing processes are seamless, traceable, and fully documented
• You analyze and interpret performance and cost data, identify trends early, optimize capacity planning, and support data-driven decisions to improve service quality and pricing
• You maintain strong, trust-based relationships with service providers through continuous communication and collaboration, and ensure that SIXT standards and strategic goals are fully shared and implemented

YOUR SKILLS MATTER

BPO Expertise You have 5+ years of experience in Operations Management, Vendor Performance, or Service Delivery in a BPO or Customer Service environment. You know the practical mechanisms of external service provider structures and know how to drive performance improvements directly on-site.

Performance & Quality Orientation You think in terms of KPIs and results, not just processes. You can design, implement, and monitor quality frameworks that hold service providers accountable and continuously increase performance.

Stakeholder & Communication Management You communicate confidently and persuasively, even at the interface of many teams. You work closely with internal CS hubs, training, and quality teams, and bring different stakeholders clearly and effectively onto a common line.

Analytical & Technical Skills You master the entire performance data cycle, from interpreting agent-related metrics to recognizing systemic trends. You think proactively and recognize problems before they escalate. You are proficient in Excel and confident in using the entire MS Office suite.

Mobility & Languages You are open to occasional business travel to service provider locations, cross-team meetings, or on-site performance reviews. You speak fluent English; German is a strong plus.

WHAT WE OFFER YOU

• Extra Benefits Benefit from discounts on SIXT rent, share, ride and SIXT+ (car subscription), attractive vehicle leasing offers, and exclusive deals with partners for travel, technology, fashion, and more
• AI Excellence With Claude by Anthropic and SIXTgpt, our own AI platform, you will work with state-of-the-art AI tools from day one. We give you the freedom to try out new technologies, continuously expand your know-how, and use AI purposefully to work faster, smarter, and with more impact
• Mobility Power You will receive a monthly allowance from us as a contribution to your individual mobility
• Future Plus We promote your pension scheme and support you with capital-forming benefits so that you are optimally secured
• Flexibility Enjoy 30 days of vacation and a hybrid working model with flexible hours
• Heartfelt Matter Take one day every year to volunteer in a charitable organization that is committed to the welfare of children

About us:

We are a leading global mobility service provider with a turnover of 4.3 billion euros and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (carsharing), SIXT ride (taxi, ride, and chauffeur services), SIXT+ (car subscription) and gives our customers access to our fleet of 360,000 vehicles, the services of 4,000 cooperation partners, and around 5 million drivers worldwide. Together with our franchise partners, we are present in more than 100 countries at 2,000 rental stations. At SIXT, a first-class customer experience and outstanding customer service come first. We rely on true entrepreneurship and long-term stability and align our corporate strategy with foresight. Get started with us and apply now! </body>