Senior Service Delivery Process Manager (all genders) - ZEOS

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THE ROLE & THE TEAM

As a Senior Service Delivery Process Manager in the ZEOS Logistics department, you will take a leading role in driving operational excellence across our support ecosystem. You’ll ensure seamless execution and continuous improvement of our logistics processes while empowering your team and stakeholders to deliver outstanding service quality to our partners. You’ll work cross-functionally to improve merchant support performance, optimize operational efficiency, and champion innovations that elevate the end-to-end merchant experience.

ZEOS unites all partner-facing Zalando Logistics Solutions under one umbrella — allowing us to develop holistic, scalable, and future-ready fulfilment services. As we grow our offering both within and beyond the Zalando ecosystem, your process leadership will play a vital role in enabling our expansion.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be the starting point for fashion – one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.

We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.

WHAT WE\’D LOVE YOU TO DO (AND LOVE DOING)..

Drive process excellence & continuous improvement

Define and drive impactful initiatives to optimize service delivery processes across departments, ensuring fit-for-purpose solutions rooted in data, root cause analysis, and stakeholder needs.

Apply frameworks and structured methodologies to design and implement scalable, efficient merchant-facing processes with masurable impact on department-level KPIs.

Challenge the status quo by proactively identifying inefficiencies, introducing improvements, and implementing risk mitigation plans.

Own and lead large-scale strategic projects — from problem framing to execution — ensuring sustainable delivery outcomes.

Guide and coach your team and stakeholders through complex transformations by applying best practices in process, project, and change management.

Ensure standardization and high documentation standards across processes, supporting long-term scalability.

Collaborate closely with internal stakeholders and senior leadership to ensure shared goals, expectations, and KPIs are clearly defined and met.

Onboard and enable stakeholders through robust training, especially for high-volume periods such as Cyber Week, ensuring alignment of ZEOS processes with Zalando’s quality standards and merchant and customer expectations.

Mentor & enable others

Share knowledge, train and mentor colleagues across departments, and drive knowledge transfer through enablement sessions and best practice sharing.

Act as a role model and multiplier within the team by deepening team capability through your expert knowledge.

Lead strategic & innovative initiatives

Drive cross-functional projects leveraging AI and automation to improve internal workflows and stakeholder experience.

Act as a Scrum Master or initiative lead in cross-departmental projects aimed at improving cost-efficiency, delivery reliability, or merchant satisfaction.

Challenge and stress-test solutions through peer reviews and continuous stakeholder validation.

You have strong process management expertise in eCommerce, logistics, or supply chain, and have successfully led initiatives across departments.

You are a data-driven problem solver, comfortable using KPIs and simple statistical methods to support decision-making and process improvements.

You are experienced in stakeholder management, with excellent communication and negotiation skills in English (German is a plus).

You are confident in managing complex projects and balancing the needs of multiple stakeholders across a matrix organization.

You take ownership, think strategically, and collaborate effectively to deliver high-impact results.

Experience with Salesforce, AI tools, or Agile methods is a plus.

OUR OFFER

Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

Employee shares program

40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners

2 paid volunteering days a year

Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration

Work from abroad for up to 30 working days a year

27 days of vacation a year (for Zalando SE)

Relocation assistance available (subject to prior agreement)

Family services, including counseling and support

Health and wellbeing options (including Gympass)

Mental health support and coaching available

Please note that all applications from this job page must be completed using the online form – we do not accept applications via e-mail. Once reviewed, our recruiters will contact applicants via an official Zalando email address (@zalando.de).

In some cases we also work with a selection of headhunters and agencies to fill specific roles. Please note that neither Zalando nor our recruiting partners will ask for any kind of payment to apply for a job or attend an interview.

If you have any questions about our recruitment process, please take a look at our FAQ page .

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