Hybrid Director Customer Enablement

at Zalando

• Job title: Director Customer Enablement
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM
• Location requirements: Hybrid, Ansbach, Germany

About the role

• Director of Customer Enablement overseeing strategic operations team, driving customer satisfaction and operational excellence at Tradebyte within the Zalando Group.

Responsibilities

• Manage relationships/agreements with customers focusing on delivering 100% customer satisfaction.
• Develop and execute a forward-looking Customer Operations Strategy (Service, Support, and Education) that supports business growth within the SaaS environment and maximizes Customer Lifetime Value (CLV).
• Disciplinary and functional leadership of Team Leads across Service Operations and Customer Education, as well as the strategic management of APM interfaces.
• Ownership of the Operations budget, resource planning, and the definition and adherence to critical SLAs and KPIs (e.g., CSAT, First Contact Resolution Rate, MTTR).
• Accountability to optimize the cost of service per interaction, driving down operational expense/cost to serve as automation is introduced.
• End-to-end responsibility for the deployment and continuous development of an AI-First ITSM platform (based on Salesforce, Atlassian Suite and tools of your choice).
• Design and implement new, lean processes based on modern frameworks (e.g., ITIL 4), with a clear focus on automation and self-service.
• Strategic utilization of Artificial Intelligence (AI) to automate first-level support, optimize ticket triage, and enable proactive support.
• Ensure operational excellence and the stability of all customer services.
• Work closely with the Product & Engineering Team to optimize processes at key interfaces (Incident Management, Problem Management, Change Management).
• Oversee the stability of critical applications (Application Management) and ensure effective communication between Engineering and customers during outages.
• Strategic leadership of the Customer Education area to ensure that customers and partners are optimally trained and enabled. Utilize customer data and support insights to identify friction points in our products and feed them directly into the product roadmap (Voice of the Customer).

Requirements

• Several years (minimum 7+ years) of disciplinary and strategic leadership experience in Customer Service, Customer Operations, or IT Service Management within a SaaS or technology company.
• Proven experience in the conceptualization, selection, and implementation of Enterprise ITSM solutions.
• Excellent understanding of modern IT architectures, APIs, and the role of Generative AI/ML in customer service.
• Ability to inspire and lead multi-disciplinary teams (Service, Support, Training) in a high-velocity environment.
• Excellent communication and stakeholder management skills to transparently communicate complex issues to the C-level, the team, and customers.
• Completed degree (Business Administration, Business Informatics, Engineering, or comparable).
• ITIL certifications are a plus.

Benefits

• Employee shares program
• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
• 2 paid volunteering days a year
• Hybrid working model - work where it works for you within Germany or the UK, with occasional office attendance required for moments that matter.
• Work from abroad for up to 30 working days a year
• 27 days of vacation a year to start for full-time employees
• Relocation assistance available (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options (including Wellhub, formerly Gympass)
• Mental health support and coaching available
• Drive your development with our training offerings and biannual peer-to-peer review