Customer Service Operations Manager — Remote Germany

🏢 ABOUT THE COMPANY

Progressive is a forward-thinking company that was founded in 1937 with a mission to provide innovative insurance solutions. As a leading provider of auto, home, and other types of insurance, we strive to deliver exceptional customer experiences. Our company has grown to become one of the largest insurance providers in the US and Germany, with a strong focus on technology and digital transformation. We pride ourselves on being a great place to work, with a culture that values diversity, inclusion, and employee well-being. Our achievements include being recognized as one of the Fortune Best Places to Work and receiving numerous awards for our innovative products and services.

🎯 ROLE OVERVIEW

As a Customer Service Operations Manager, you will be responsible for leading a team of customer service representatives to deliver outstanding service to our customers. You will work closely with the customer service team to identify areas for improvement and implement process changes to increase efficiency and productivity. You will also be responsible for monitoring and evaluating team performance, providing coaching and feedback, and building strong relationships with internal stakeholders. This role reports directly to the Director of Customer Service and is a critical part of our customer service operations team.

📋 KEY RESPONSIBILITIES

Develop and implement process improvements to increase team efficiency and productivity

- Lead and manage a team of customer service representatives to deliver exceptional customer experiences

- Monitor and evaluate team performance, providing coaching and feedback to improve performance

- Build strong relationships with internal stakeholders, including sales, marketing, and product teams

- Identify and implement opportunities to increase customer satisfaction and retention

- Collaborate with the customer service team to develop and implement training programs to improve skills and knowledge

- Analyze and report on team performance metrics, including customer satisfaction, first call resolution, and team productivity

- Develop and implement strategies to reduce customer complaints and issues

- Collaborate with the operations team to identify and implement process improvements to increase efficiency and productivity

- Stay up-to-date with industry trends and best practices in customer service operations

- Provide guidance and support to customer service representatives to resolve customer complaints and issues

- Develop and implement policies and procedures to ensure compliance with regulatory requirements and company policies

✅ REQUIRED QUALIFICATIONS

Minimum 5 years of experience in customer service operations or a related field

- Bachelor's degree in Business Administration, Marketing, or a related field

- Excellent leadership and management skills, with experience leading a team of customer service representatives

- Strong communication and interpersonal skills, with experience building relationships with internal stakeholders

- Ability to analyze and interpret data to make informed decisions

- Experience with customer service software and technology, including CRM and helpdesk systems

- Strong problem-solving and critical thinking skills, with experience resolving customer complaints and issues

- Experience with process improvement and change management

⭐ PREFERRED QUALIFICATIONS

Master's degree in Business Administration, Marketing, or a related field

- Experience working in a fast-paced customer service environment

- Strong knowledge of regulatory requirements and compliance in the insurance industry

- Experience with data analysis and reporting, including metrics and dashboards

- Certification in customer service or a related field

💰 WHAT WE OFFER

Salary: €55,000 - €70,000 per annum

- Health insurance: €100 per month

- Retirement plan: 5% employer contribution

- Vacation days: 20 days per year

- Learning and development budget: €1,000 per year

- Remote or hybrid policy: flexible work arrangements, including remote work options

- Team culture: collaborative, inclusive, and supportive team environment

- Growth path: opportunities for career growth and professional development

👥 ABOUT THE TEAM

Our customer service team is made up of experienced professionals who are passionate about delivering exceptional customer experiences. We work together to identify areas for improvement and implement process changes to increase efficiency and productivity. Recent wins include improving customer satisfaction ratings by 25% and reducing customer complaints by 30%. We are a collaborative and inclusive team that values diversity, equity, and inclusion.

📨 HOW TO APPLY

Please submit your resume and cover letter to [insert contact email]. We look forward to hearing from you!

📋 Job Details

Job Type	🌐 Remote
Location	Remote, DE
Address	Hauptstraße 123, 12345
Salary	EUR 55,000 – 70,000 / year
Industry	General
Company	Progressive
Valid Until	2026-09-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Progressive. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.