Head of Customer Service Operations (f/m/x) - remote

Proven experience leading multiple Team Leads in Customer Service or Operations Strong operational backbone and comfortable owning performance across several teams Highly data-driven and confident using operational metrics (CSAT, SLAs, quality, productivity) Experience building or professionalizing workforce management (forecasting, capacity planning, scheduling) Tech- and AI-driven mindset, with curiosity and pragmatism around automation, tooling, and scalable improvements Clear and confident communicator Hands-on pragmatism with strategic thinking Lead with empathy and transparency

Own and steer daily Customer Service Operations, ensuring stable performance across all second-level teams against clear KPIs Lead and develop the Operations Team Leads, coaching them into strong, autonomous leaders Use data to drive operational impact, turning insights from CSAT, quality, efficiency, and SLAs into concrete actions Identify and implement AI- and automation-driven improvements Manage incidents and critical escalations Continuously review and challenge existing processes