Customer Services Process Manager

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Customer Services Process Manager


The Customer Services Process Manager ensures that key processes across the Customer Services organization have been identified, aligned, optimized, recorded and shared across countries and sites. The role advises on improvement opportunities and liaises with stakeholders both within and outside of the Customer Services organization to ensure processes are aligned and communicated.

Your Job

  • Responsible for process assessments, process design and process redesign

  • Develop and implement process solutions to support the Customer Services vision

  • Work collaboratively within Customer Services, and with other departments to help improve and optimize business processes

  • Document and keep up to date of key Customer Services processes

  • Identify business process opportunities by analyzing process data and metrics

  • Facilitate teams to critically review current processes for effectiveness, quality and simplification

  • Develop process workflows and maintain formal process documentation including procedures and process flow diagrams

  • Provide subject matter expertise on processes when representing the Customer Services department in projects and other meetings

  • Communicate on new and revised processes

  • Evaluate existing and revised processes for effectiveness

  • Provide training to Customer Services personnel on key processes

Your Profile

  • University Degree or equivalent

  • Contact Center knowledge and preferably related work experience

  • Based in the Netherlands

  • People management skills

  • Fluency in English

  • Flexibility

  • Responsiveness

  • Analytical skills

  • Tenacity

Our Offer

  • Variety in your work and a fantastic, informal work atmosphere
  • A challenging environment that will stimulate you to grow as a professional
  • Being part of an ambitious, growing team
  • Awesome company events (e.g. summer party and yearly skiing trip)
  • A competitive salary
  • Work in a fast-growing eCommerce company
  • A dynamic work environment with a culture that is open, innovative and performance-orientated


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