Customer Operations Manager: Prozesse, Intercom, KI (m/w/d)

Responsibilities

We are representing a confidential e-commerce client in Walldorf seeking a Customer Operations Manager to lead a comprehensive transformation of their customer service operations over the next 12 months.

You will take full ownership of customer service—strategically, operationally, and technically. Working with the existing service team, you will redesign processes for end customers and suppliers while implementing AI-powered automation. You will also serve as the primary liaison between customer service and the software development team.

Key projects in your first year:

• Lead the migration from Freshdesk to Intercom, including data transfer, inbox configuration, workflows, macros, and reporting. Configure Intercom so that standard inquiries (delivery status, invoices, order changes, returns) are autonomously resolved by AI agents.
• Complete and implement a supplier returns portal. Coordinate with suppliers, guide the development team through implementation, and roll out the solution across key account management.
• Rebuild customer service processes. Analyze all processes for end customers (inquiries, orders, complaints, returns) and suppliers (clarifications, warranty, spare parts, returns), define target processes with clear SLAs, and implement them with the team.

Ongoing responsibilities:

• Drive technical evolution of the customer service team
• Act as Product Owner for service features in ERP and warehouse management systems: translate service requirements into user stories, prioritize, coordinate with development, and perform acceptance testing
• Build and maintain KPIs (AI resolution rate, first response time, customer satisfaction, return rate) and derive improvement measures
• Serve as point of contact for key accounts and suppliers on process matters
• Handle complex customer escalations when needed
• Continuously improve the service experience for B2C and B2B customers

What We're Looking For

Required qualifications:

• Several years of experience in customer service or customer success in e-commerce, with at least some years in process or team leadership roles
• Proven experience with Intercom—ideally you have already managed a migration and configured Fin/Workflows/Custom Actions
• Hands-on experience with AI-powered service automation: you know how to classify inquiries, build knowledge bases, connect function calls to backend systems, and measure and improve automation rates
• Experience as Product Owner or in close collaboration with software development (requirements management, backlog, acceptance)—or clear motivation to grow into this role
• Experience with supplier and returns processes, preferably in technical trade or B2B
• Structured, analytical approach: you think in processes, data, and interfaces, not individual cases
• Excellent written and spoken German; good English for tool documentation and supplier communications

Preferred qualifications:

• Knowledge of building systems/HVAC industry
• Experience with ERP/warehouse management systems
• Basic understanding of APIs and data models

How We Work With You

Get A Job.ai is representing this client exclusively. When you apply through our platform, one of our recruiters will screen your background and experience. If there's a strong match, we will submit your profile to our client. Please do not contact the client directly—all communication flows through our talent team to ensure a professional process.

Our client offers an unlimited full-time position with genuine creative freedom to rebuild customer service operations, direct collaboration with leadership and an in-house development team, budget for tools and professional development, flexible working hours, daily meal allowance, and competitive compensation aligned with your experience and responsibilities.

Pay

Compensation details will be discussed during the screening process based on your experience level.

Location: Walldorf, Germany

Get A Job.ai is an equal opportunity recruiter. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.