About the role

Outsource Manager in Customer Experience department managing vendor relationships and ensuring service quality. Collaborating cross-functionally to optimize customer interaction processes while balancing efficiency.

Responsibilities

Strategic Vendor Partnership: Build and maintain high-level relationships with outsource partners, ensuring they are not just service providers but an extension of our corporate culture
Performance Engineering: Define, monitor, and deep-dive into KPIs (SLA, CSAT, NPS, FCR, AHT) to ensure targets are met and exceeded consistently
On-Site Leadership: Conduct regular site visits (including domestic travel) to audit operations, instill our brand values, and ensure workplace standards are aligned with our requirements
Efficiency & Innovation: Spearhead automation and self-service projects (AI Bots etc.) to drive operational optimization
Continuous Feedback Loop: Implement robust QA and feedback mechanisms to coach outsource teams in collaboration with the Quality Team, ensuring a constant upward trajectory in productivity and quality
Cross-Functional Process Excellence: Work closely with internal departments (Product, Tech, Logistics, Marketing) to identify operational pain points and lead end-to-end process improvement projects that enhance the customer journey
Project Leadership: Act as the primary project lead for CX initiatives, ensuring internal stakeholders are aligned with outsource capabilities and corporate strategic goals
Financial & Contractual Governance: Manage the end-to-end lifecycle of outsource agreements, from RFP processes and contract negotiations to monthly invoicing and financial reconciliation with the related teams

Bachelor’s or Master’s degree (preferably in Industrial Engineering, Business Administration, or related fields)
5+ years of solid experience in Call Center Management or Outsource Operations, ideally within the E-commerce or Tech sectors
Data Wizardry: Exceptional analytical skills; you should be able to turn complex data sets into actionable insights using MS Office, GSuite
A proven track record of thriving in a fast-paced, high-growth environment where priorities can shift rapidly
Masterful persuasion skills with the ability to manage stakeholders at all levels, from agents to C-level executives
Passionate about CX technologies, AI-driven automation, and CRM systems
Excellent command of English
No restrictions on travel

Hybrid working model with flexibility: a schedule that helps you find the right balance between flexibility and team bonding, including work-from-abroad opportunities and a summer working model.
Customisable FlexBenefits budget: Adjust your daily meal allowance, choose your health insurance package (and extend it to your spouse or children), and pick from additional benefits like fuel support or Trendyol shopping credits.
Well-being support: Access to location-based in-house doctors, as well as psychologist and dietitian support, and HPV vaccination provision.
Personalised training allowance and learning opportunities: Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.
Responsibility from day one: Take full ownership from the start in a culture where every voice is heard and valued.
A diverse, international team: Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.
Opportunities to grow with the best: Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.
Meaningful connections beyond tasks: Be part of team rituals, events, and social activities that help us stay connected and inspired.