Director Digital Customer Operations & Automation (m/f/d)

Job Description

Digital Customer Operations

• Design and optimize digital customer operations across commerce, service and support journeys

• Define scalable operating models supporting growth and customer experience objectives

• Identify operational bottlenecks, inefficiencies and service gaps

• Standardize service processes across countries, brands and business units

• Establish governance, service standards and operational KPIs

• Monitor performance and drive continuous improvement

Customer Self-Service & Support

• Expand self-service capabilities across support, service and technical assistance journeys

• Increase digital resolution rates through knowledge, guided support and customer education

• Develop digital customer education and technical enablement capabilities supporting self service adoption and issue prevention

• Improve knowledge management quality, accessibility and relevance

• Reduce avoidable contacts by addressing root causes and improving guidance

• Align self-service experiences with customer and business needs

Automation & AI

• Define and execute the automation roadmap for customer operations

• Automate repetitive and high-volume activities

• Leverage AI to improve service efficiency, response quality and customer satisfaction

• Introduce intelligent routing, automated workflows and virtual assistants

• Evaluate emerging technologies and support implementation with IT and Digital teams

• Establish governance and performance measurement for AI-enabled services

Service Excellence & Operational Performance

• Drive continuous improvement through data-driven decision making

• Standardize support processes, workflows and service practices

• Improve Zendesk utilization, governance and reporting

• Define and monitor service metrics including resolution times, contact rates and customer satisfaction

• Support REPA’s 80/20 service strategy through increased use of scalable digital channels

• Ensure operational readiness for new capabilities and releases

• Promote a culture of service excellence and accountability

Customer Journey Optimization

• Analyze customer interactions to identify friction points and improvement opportunities

• Partner with CX Intelligence teams to understand customer behavior and support needs

• Simplify service journeys and reduce process complexity

• Ensure operational processes support seamless customer experiences across digital and assisted channels

Cross-Functional Collaboration

• Partner with Digital CX Strategy, CX Intelligence and eCommerce Platform teams

• Collaborate with Customer Service, IT, Business Units, PMO and Transformation teams

• Align operational priorities with digital, commercial and customer experience objectives

• Support change management and adoption of new service capabilities

• Act as the subject matter expert for digital customer operations, automation and self-service

Qualifications

• Leadership experience in Customer Operations, Digital Operations, Service Operations or Automation

• Expertise in customer support, self-service and service transformation

• Proven track record in process improvement and operational excellence

• Experience implementing automation, AI-enabled services and digital support solutions

• Strong understanding of service technologies, governance and operational management

• Experience in complex, multi-country environments

• Ability to lead cross-functional initiatives and organizational change

Preferred Technology Landscape

Strong understanding of technologies that enable scalable and customer-centric service operations, including Zendesk and comparable service management platforms, complemented by experience with workflow automation, conversational AI, virtual assistants, knowledge management, learning and enablement platforms, CRM ecosystems, analytics and process mining solutions, customer journey management tools, and digital adoption technologies.

Additional Information

In addition to a secure job in an internationally successful, fast-growing and family-friendly group of companies, you can also expect:

• Attractive remuneration package including Christmas and vacation pay
• 30 days vacation
• Hybrid working model with flexible working hours and flexitime account in a 40-hour week
• Company pension scheme
• Canteen with subsidized lunch
• Team member appreciation
• Individual training and development opportunities
• Casual dress code
• Regular employee events
• Employees recruit employees-bonus
• Corporate benefits
• Job ticket
• Free employee parking spaces
• All the traditional benefits like health insurance, paid time away while you re-energize – don’t worry, we’ve got you covered

REPA welcomes diversity and is an equal opportunities employer. All qualified applicants are considered regardless of race, religion, skin color, national origin, gender, age, sexual orientation, gender identity or disability.

Do you have questions? We will be happy to answer them! Please send an e-mail to Nadine: bewerbung.de@repagroup.com.

Have we sparked your interest?
Then apply today! We look forward to receiving your online application. :-)