J&T Express is one of the fastest-growing international logistics companies, operating across Asia, the Middle East, Europe, and Latin America. As we continue our rapid expansion in Germany, we are strengthening our operations and creating exciting opportunities for people who want to make an impact from day one.
Join J&T Express at an exciting stage of our growth journey. To strengthen our customer service operations in Germany, we are looking for an experienced and results-driven Customer Service Operations Manager (m/f/d) to oversee our outsourced customer service teams, drive operational excellence and ensure a consistently high level of customer satisfaction.
Your Responsibilities
- Manage and oversee daily BPO customer service operations to ensure efficiency, service quality and consistent performance
- Monitor operational KPIs and SLAs and implement measures to continuously improve service performance
- Handle complex customer cases and critical escalations, ensuring timely resolution and effective follow-up
- Develop and optimize customer service processes, workflows, SOPs and communication guidelines
- Analyze customer service data, identify performance gaps and implement improvement initiatives
- Coordinate training and coaching activities to support the development of outsourced customer service teams
- Oversee workforce planning, scheduling and staffing to ensure efficient resource allocation
- Collaborate closely with operations, last-mile delivery teams and local stations to resolve customer and delivery-related issues
- Ensure compliance with internal policies, compensation guidelines and service standards
- Identify operational risks and manage critical incidents, including potential reputational issues
- Support the development and scaling of customer service operations in Germany
Your Profile
- At least 3 years of experience in customer service operations management, call center management or BPO operations
- Strong understanding of workforce management, including forecasting, scheduling and staffing
- Experience in managing outsourced customer service teams and monitoring operational performance
- Strong analytical, problem-solving and decision-making skills
- Proven ability to handle complex escalations and critical customer situations
- Experience in developing and optimizing customer service processes and operational structures
- Structured, proactive and solution-oriented working style with a strong sense of ownership
- Fluent German and English, both written and spoken, are required
- Chinese (Mandarin) language skills are a strong plus, particularly for communication with international teams and stakeholders
- Experience in logistics, e-commerce or express delivery is an advantage
- Experience in building or scaling customer service operations from scratch is a strong plus
What We Offer
- A responsible management role in a fast-growing international logistics company
- A dynamic and multicultural working environment
- Short decision-making processes and a high level of ownership
- The opportunity to actively shape and develop customer service operations in Germany
- Professional development and career growth opportunities
- Competitive compensation, bonus programs and additional benefits
Ready to Grow With Us?
If you have experience in customer service operations, enjoy improving processes and are ready to take responsibility for operational performance and customer satisfaction, we would be happy to hear from you.
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Customer Service Operations Manager (m/f/d) in Nieder-Olm Arbeitgeber: J&T Express Germany GmbH
Als Arbeitgeber bieten wir eine dynamische und unterstützende Arbeitsumgebung, in der Teamarbeit und individuelle Entwicklung großgeschrieben werden. Unsere Mitarbeiter profitieren von flexiblen Arbeitszeiten, umfangreichen Schulungsprogrammen und der Möglichkeit, aktiv zur Verbesserung der Kundenerfahrung beizutragen. In unserem Standort fördern wir eine offene Kommunikation und ein positives Arbeitsklima, das die persönliche und berufliche Entfaltung unterstützt.
