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Customer Service – Operations Development Manager
VELUXProject Manager driving initiatives for customer service capabilities and operational performance. Leading cross-functional collaboration within Global eCommerce to enhance systems and processes.
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Establish and maintain project management standards aligned with Global eCommerce principles
- Drive end-to-end implementation of new tools and solutions (e.g., CRM systems, AI tools, contact channels)
- Continuously optimize existing systems and processes within customer service and operations
- Own and develop the department’s system-related project roadmap
- Manage and collaborate with a broad stakeholder landscape across the organization
- Identify and implement process improvements to enhance efficiency and customer experience
- Build and maintain advanced reporting frameworks to support KPI-driven decision-making
- Act as subject-matter expert for customer service platforms including ticketing, telephony, messaging, and AI tools
- Support cross-functional projects and initiatives across Global eCommerce
- Contribute to operational activities when needed during peak periods or resource gaps
Requirements
What you’ll need- Solid experience in project management, including stakeholder management, planning, and implementation
- Strong knowledge of ERP systems (preferably SAP and/or Microsoft Business Central)
- Hands-on experience with CRM systems and customer service platforms
- Customer-centric mindset and experience within customer service and operations
- Strong analytical capabilities and experience working with data and reporting
- Experience with process optimization or process management
- Understand eCommerce and online business environments
- Communicate fluently in English
- Work independently and manage deadlines effectively
- Solution-oriented, proactive, and results-driven
- Structured approach with strong attention to detail
- Thrive in a collaborative and international environment
- Flexible and willing to support the business where needed
Benefits
Comp & perks- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementstakeholder managementimplementationERP systemsSAPMicrosoft Business CentralCRM systemsdata analysisprocess optimizationreporting frameworks
Soft Skills
customer-centric mindsetanalytical capabilitiessolution-orientedproactiveresults-drivenattention to detailcollaborativeflexibleindependent workdeadline management