Global Remote Customer Experience (CX) Operations Manager - Germany

🏢 ABOUT THE COMPANY

Verizon, a global leader in the telecommunications industry, was founded in 2000 after the merger of two major companies, Bell Atlantic and GTE Corporation. With a mission to empower human connections and innovation through its world-class network, Verizon serves over 150 million customers worldwide. With a strong commitment to diversity, equity, and inclusion, Verizon fosters a culture of innovation, collaboration, and social responsibility. Through its numerous achievements, Verizon has earned a reputation as a great place to work, winning numerous awards for its leadership in technology, customer service, and social responsibility.

🎯 ROLE OVERVIEW

As the Global Remote Customer Experience (CX) Operations Manager for Germany, you will play a critical role in leading a team of professionals responsible for designing, implementing, and maintaining world-class CX processes and technologies that drive customer satisfaction and loyalty. You will report directly to the CX Operations Director and will be responsible for developing and executing strategic plans to improve CX metrics, reduce customer complaints, and increase customer retention. Your impact will be felt across the organization, as you will be instrumental in shaping the future of CX at Verizon.

📋 KEY RESPONSIBILITIES

Develop and execute strategic plans to improve CX metrics, reduce customer complaints, and increase customer retention.

Lead a team of CX professionals in designing, implementing, and maintaining world-class CX processes and technologies.

Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure seamless customer experience across all touchpoints.

Analyze complex data sets to identify trends, opportunities, and areas for improvement in CX.

Develop and maintain key performance indicators (KPIs) to measure CX success and provide recommendations for improvement.

Stay up-to-date with industry trends, best practices, and emerging technologies to ensure Verizon remains a leader in CX.

✅ REQUIRED QUALIFICATIONS

Minimum 8 years of experience in customer experience operations, customer service, or a related field.

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

Proven track record of leading high-performing teams and driving business results.

Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop actionable recommendations.

Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.

Fluency in German and English, with the ability to communicate effectively in both languages.

⭐ PREFERRED QUALIFICATIONS

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

Certification in customer experience, service quality, or a related field.

Experience working with CX technologies, such as customer relationship management (CRM) systems and omnichannel platforms.

Knowledge of emerging technologies, such as artificial intelligence, machine learning, and the Internet of Things (IoT).

💰 WHAT WE OFFER

€60,000 - €80,000 per year, depending on experience.

Excellent health insurance, including medical, dental, and vision coverage.

Comprehensive retirement plan, including a 401(k) match and pension plan.

Generous vacation policy, including 25 days of paid time off per year.

Significant learning and development budget, including training, conferences, and certifications.

Flexible work arrangements, including remote work policy and flexible hours.

👥 ABOUT THE TEAM

Our CX Operations team is a group of highly motivated and collaborative professionals who are passionate about delivering world-class customer experiences. We work closely with cross-functional teams to ensure seamless customer experiences across all touchpoints. Our team is known for its expertise in CX design, process improvement, and technology implementation. We have recently completed several successful projects, including the launch of a new CRM system and the implementation of a customer feedback program.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!

We expect to review applications on a rolling basis and conduct interviews within 2-3 weeks of receiving applications.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, DE
Address	Eichenstrasse 24, 12345
Salary	EUR 60,000 – 80,000 / year
Industry	General
Company	Verizon
Valid Until	2026-09-13

📨 How to Apply

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