IT Project Manager | Focus on Customer Service (m/f/d)

OTTO is one of the most successful e-commerce companies in Europe. With more than 18 million articles and more than 34,000 brands, otto.de is now one of the leading German online shopping platforms. As a marketplace, we are constantly opening up for other brands and partners and thus continue to grow. Relax? Not our thing! Not yours either? Then come to board and shape the future of e-commerce with us.

Diversity belongs to us, like the Elbe to Hamburg: We stand for openness, respect and tolerance, without If and But. Let's put the sails together – regardless of where you come from, who you love or what you believe in. Because you're unique and that's what we're looking for.

With us you can bring ideas and advance projects, engage in networks for your heart topic and actively shape our corporate culture. Trying things, thinking new, being innovative, growing beyond themselves – this is our mindset. Let's reach something big together. Whether you work on campus or at home. We are the LASCANA e-commerce team with 30 motivated heads that burn for the further development and marketing of www.lascana.de. Our department is divided into shop management, CRM, online marketing and web development. When implementing projects, we work closely with the interfaces of other LASCANA areas such as the assortment or IT/processe team. An open, dynamic and well-launched team awaits you, with which it will never be boring.

Many speak of “Homeoffice” – we of “hybrid or mobile work”: You can work remotely up to 50% of your monthly working hours. Our teams, together with their leadership, decide how to balance out local time and mobile work.

The place is terminated.

You take responsibility for our customer service operation and control our external call center service provider – reliably and with a view to the whole. When it gets tricky, you are at the place: you coordinate 2nd-level requests from the call center and make sure that our customers get the right solution quickly. You have an overview of our customer feedback – whether on TrustedShops or TrustPilot – and use these insights to make improvements together with the specialist areas. You will explore the customer-relevant features in our shop, such as help and FAQ pages as well as our chatbot, and continuously develop them. You co-ordinate our recommendation monitor (WEM) – our most important market research tool – and work closely with the departments to derive measures for continuous optimization. You are not sure if the place fits you? – We are happy to make contact with Benedict Ernst from the field. Do you want to live your future team and work? – As part of your application process, you will have the opportunity to do so at a later time.

Must-have: A successfully completed study of the Department of Business Informatics/Computer Science, BWL, Digital Media or a comparable qualification or multiannual relevant professional experience. First practical professional experience in a customer service relevant area. Designed affinity to identify and solve customer problems. You are familiar with agile project management methods (e.g. SCRUM, Kanban) or you can quickly work into agile approaches. Embossed conceptual skills combined with innovative strength, willingness to design. Of course, you use AI tools for tasks and processes in your field. Language level: German C2 (approximately native) and English B2 (self-employed language use). Nice-to-have: Experience with e-commerce platforms and their customer service processes. Experience in data analysis and handling KPIs. Affinity for customer experience and continuous improvement.

Work-life balance Hybrid working model with up to 50% remote work per month, Activity Based Working, flexible working hours (guiding time), 37.5h week, 30 vacation days, workation and Sabbatical option Compensation & additional offers Holiday and Christmas money, 15 % personal discount as well as numerous Benefits & employee offers (e.g. events, travels), pension schemes, possibility to share capital, relocation offer Professional & personal development One-week onboarding, training offers such as e.g. the OTTO Academy, digital learning platforms – including Masterplan, Coaching & Mentoring, Hospitations, Development Programs, Leadership and Expert Course, Participation Option at Fachkonferenz Health and well-being Mindfulness and stress management courses, offers for parents, occupational health & psychosocial advice Culture and cooperation Communities & Networks, Coworking & Social Spaces, Leading Principles, Regular Employee Surveys, Free Hot Drinks and Variety – Also Vegan – Food, Package Shop Mobility Germany ticket, free parking, e-store columns, StadtRAD stations & many Benefits more! !