J&T Express is scaling rapidly across Europe, and we are looking for a Customer Service Operations Manager (m/f/d) to build and lead high-performing outsourced (BPO) customer service operations.
This role is critical in ensuring service quality, operational efficiency, and a strong customer experience across last-mile delivery operations.
Key Responsibilities
Lead BPO Operations
* Oversee daily operations of outsourced customer service teams
* Ensure consistent performance, efficiency, and service quality
* Drive team development through structured training and coaching
Handle Escalations & Improve Customer Experience
* Manage complex customer cases and high-impact escalations
* Ensure timely resolution and full case closure
* Continuously improve customer satisfaction and experience
Drive Service Quality & Process Excellence
* Monitor performance against KPIs and SLAs
* Standardize and optimize workflows, SOPs, and communication scripts
* Improve consistency and operational efficiency
Data-Driven Performance Management
* Analyze operational and customer service data
* Identify trends and improvement opportunities
* Reduce complaint rates and improve response/resolution times
Cross-functional Collaboration
* Partner closely with operations, last-mile teams, and local stations
* Resolve service issues and operational exceptions efficiently
Risk Management & Compliance
* Ensure adherence to company policies and compliance standards
* Manage service risks and critical incidents, including reputational risks
Qualifications
* Experience in customer service or call center operations management (BPO experience preferred)
* Strong understanding of workforce management (forecasting, scheduling, staffing)
* Proven experience handling escalations and crisis situations
* Experience building or scaling customer service operations
* Background in logistics, e-commerce, or express delivery is preferred
* Fluent in English and German (written and spoken)
Why Join J&T Express?
* Be part of a fast-growing international logistics company expanding across Europe
* Build and shape customer service operations from the ground up
* Work in a dynamic, high-impact environment with strong growth potential
Application Process
1. Application Submission - you will receive feedback within 2 days
2. First Interview - a 30-minute video call with HR to discuss your background and motivation.
3. Team Interview - meet the team and gain deeper insights into the role and responsibilities.
4. Offer Stage - final discussion and offer call.
We are looking forward to your application!