Director Customer Care (m/f/d)

About This Opportunity

Our talent team at Get A Job.ai is representing a confidential e-commerce trust and verification organization headquartered in Germany. They are seeking an experienced Director Customer Care to lead and scale their customer service operations in Cologne. This is a hybrid role requiring 8 days per month on-site, offering the opportunity to shape service excellence for millions of consumers across Europe.

As the Director Customer Care, you will drive operational performance, customer satisfaction, and service innovation. Working closely with cross-functional stakeholders, you will create secure, scalable, and customer-centric processes while leveraging automation and AI to deliver outstanding service experiences.

Responsibilities

• Lead, coach, and develop Customer Care Team Leads, providing both strategic and disciplinary leadership
• Own and continuously improve key customer service KPIs such as AHT, SLA, and CSAT across all Customer Care operations
• Drive service excellence by evolving standards, processes, and workflows with a strong focus on customer centricity and efficiency
• Monitor and optimize operational performance across critical processes, including buyer protection, refunds, reviews, and related customer journeys
• Co-create and implement automation and AI initiatives that improve scalability, productivity, and service quality
• Partner closely with Operations, Product, Controlling, Sales, and Finance to deliver sustainable business and customer outcomes

What We're Looking For

• Degree in Business, Communication, or a comparable field, or equivalent professional experience
• 5+ years of leadership experience within Customer Care, Service Operations, or a comparable customer-focused environment, including experience leading leaders
• Proven track record of improving service KPIs, operational processes, and omnichannel customer support organizations
• Hands-on experience with CRM and ticketing systems, ideally Zendesk or Salesforce, as well as AI-supported service automation initiatives
• Proactive, solution-oriented leadership style with excellent communication, organizational, and stakeholder management skills, ideally combined with experience with a works council
• Strong analytical approach to performance management, process improvement, and operational excellence
• Business-fluent English and German communication skills

How We Work With You

When you apply through Get A Job.ai, one of our recruiters will conduct an initial screening to understand your background and career goals. We will then submit qualified candidates to our client for consideration. Please do not contact the client directly, as all communication should flow through our recruiting team to ensure a smooth and professional process.

Pay

Compensation details will be discussed during the screening process and are competitive for this senior leadership role in the Cologne market.

Additional Benefits: Hybrid work model, workation option within Europe, permanent contract, 27 vacation days plus 3.5 additional days off, buddy program for onboarding, personal development and learning opportunities, team events, and health and wellness benefits.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from all qualified candidates regardless of gender, nationality, ethnic and social origin, religion, disability, age, sexual orientation, or identity.