On - Senior Specialist – Customer Service Partner Compliance Team Lead (maternity cover) - Berlin

Team for Career Site

Customer Service

In short

Our EMEA Customer Service Team (we call it Happiness Delivery (HD) team), is expanding rapidly, reflecting On’s overall growth.
To ensure continued smooth operations during a period of maternity leave, we’re introducing a fixed-term role: Happiness Delivery Partner Compliance Team Lead. This is a fantastic opportunity to lead a growing team and contribute to our customer service excellence.

Please note this role is offered on a temporary contract, 15 months maternity leave coverage.

Your mission

– Coordinate and prioritise with your team, necessary performance deep-dives and their data interpretation, driving discussion on actions needed with your peers in Quality Assurance and Training.
– Closely monitor and question the outputs of our outsourced partners across channels, quality and productivity, by participating actively in weekly business reviews.
– Monitor Queue health and productivity, checking for opportunities, consulting on effective solutions with internal and external stakeholders.
– Responsible for auditing and coordinating with our Partners reporting on suspected Fraud and Work Avoidance behaviours following the process outlined by the Global Partner Performance Team.
– Responsible for keeping Partner documentation accurate and scalable. (Organigram, local Standard operating procedure docs etc.)
– You are accountable for leading and coordinating the reporting strategy in EMEA driven by your team’s Reporting specialist, delivering a reliable source of truth for DTC performance metrics.
– You are accountable for prioritising and coordinating continuous improvement efforts with Partners driven by your team’s specialist.
– Contribute in partnership with Global Partner Performance Team and your team’s specialists, to the creation of scalable SOPs (Standard operating procedures), ensuring we quickly and proactively action any gaps across our growing outsourced Partners footprint.

Your story

– You have relevant experience in customer service and performance management. You have a proven track record ensuring high levels of customer satisfaction. Your experience in performance management includes setting expectations, monitoring progress, giving feedback, and coaching operations to reach their full potential.
– You have relevant experience in people management, particularly leading specialists/individual contributors. This includes mentoring team members to achieve individual and team goals.
– You have relevant experience in the areas of process improvement, change management, and/or operational excellence.
Direct experience working with outsourced teams, preferably with multiple partners simultaneously.
– Relevant experience with Looker and/or other data visualisation tools is a plus.
– You have strong project management skills, with a proven ability to prioritise, and coordinate initiatives led by you and your team of specialists, that drive measurable positive impacts.
– You are empathetic and your strong communication skills enable you to successfully collaborate with multi-functional and multi-cultural teams, including senior stakeholders.
– You have the ability to structure and visualize complex issues effectively.
– You have a solutions-oriented mindset with a proactive approach.
– You have outstanding analytical and reporting skills, paying meticulous attention to detail.
– Business fluency in English. Any other European languages a big plus.
– Flexible to travel on occasion, estimated once a quarter.

Meet the team

Our team includes two specialists dedicated to process improvement and data reporting enablement.
You will support the best output of your team of specialists that drive reporting and continuous improvement to best address any opportunities arising from the Happiness Delivery team. You and your team’s insights will feed back to the Quality Assurance team for analysis and ultimately inform training content and/or strategy refinement by our Coaches.
You will be closest to our partner outputs, helping ensure every touchpoint with On customer service is as premium as our products.