Lead cross-functional customer service operation projects for Augmented Reality products from idea inception to implementation including solution design, project resource and timeline definition plus stakeholder alignment

Execute end-to end process performance reviews for established customer service operation models

Design and implement customer service operation improvement initiatives

Conduct qualitative and quantitative market studies to understand required product features and user experiences, as well as potential drivers of customer support and develop and execute related action plans

Work with cross-functional teams and external partners and be responsible for developing strategies, streamline workflows, and identify scalable solutions

Share customer insights across the organization and collaborate with other departments to help them to understand their customers and improve product reliability and customer experience in their day to day business

Master university degree in economics, business or related fields

At least 3 years of professional experience in consulting, strategy, service or business development, ideally with working experience abroad

Strong candidates for this role are self-motivated, hands-on, organized, detail oriented and natural leaders

Excellent verbal, written, and interpersonal communication skills. Ability to effectively communicate across different hierarchical levels

Customer and service focus with ability to maintain a positive attitude in a high-stress and fast-paced work environment

Demonstrated ability to work independently in areas of ambiguity

Strong analytical ability and decision-making skills combined with solution-oriented attitude

Project management / business process reengineering experience

Ideally experience in the start-up environment

Fluent knowledge of English, knowledge of German is desirable

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