Operations Manager | Partner Customer Communication (w/m/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. You too make OTTO your playground. With OTTO Market we open our business model and become a platform. We already offer about 6,000 partners with several million articles to offer their own ranges on otto.de and consistently expand the diverse range. Our company is in the middle of a big change and we need you on board to make this successful! Our team is responsible for the processes of communication between our marketplace partners and our customers. In doing so, we develop ideas on how to make the communication path smooth and at any time provide the appropriate help for our partners. Who are we? You can look forward to a small team with a thrilling team spirit. We are motivated and our passion is to inspire our customers with an order on the OTTO marketplace. What makes us think? We are waiting for new tasks every day to face new challenges. But together we are strong and master these with a portion of abdominal feeling, humor and pragmatism.

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 job is limited to 1 year.

You are responsible for the design of the escalation processes of our customers and therefore actively contribute to improving customer satisfaction and loyalty. You actively support project work and participate in the professional development of various processes, including partner customer communication and complaint processing. Your responsibility lies in the conception and implementation of the OTTO promise – the buyer protection program for our marketplace. You are an expert in support for our business partners and process 3rd level escalation cases to solve them. As one of the few, you get exciting insights into the marketplace of OTTO and are therefore competent* contact for our customer service, trading partner and internal teams. You are not sure if the place fits you? – We are happy to make contact with Isabel Horn from the department. 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: Embossed conceptual and analytical skills, holistic and strategic thinking High customer orientation and experience in customer service processes Service orientation on the phone, by mail and also personally - especially with external business partners A good technical understanding and the ability to work quickly into complex system landscapes, business processes and areas and management levels and to review them Good knowledge of Microsoft Office Very independent mode of operation with a high self-initiative: a personality that goes into the lead and actively controls with simultaneous “hands-on mentality” Language level: German C2 (approximately native) and English B2 (self-employed language use) Nice-to-have: Experience in agile process & project management knowledge of ticket systems, such as Salesforce or Novomind

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 More than 30 operating sports, meditation room, mindfulness and stress management courses, offers for parents, business medical & 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! JOBV1_EN