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Customer Service Project Manager (m/f/d)

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Flix

Apr 8

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • Berlin

AI generated summary

  • You need a STEM/business degree, project management experience, familiarity with customer success tools, and proficiency in project management software. Technical skills in AI, data interpretation, and low-code platforms are also required.
  • You will streamline processes, implement AI solutions, manage cross-functional projects, analyze customer needs, oversee CS content, and support market expansions while ensuring compliance and safety.

Requirements

  • Bachelor's degree in STEM, business, or management
  • Demonstrated track record of successfully managing complex, greenfield type projects from inception to completion
  • Exposure to projects related to identification of customer needs and ways to build products to address them
  • Proficiency in project management tools (e.g., JIRA, Confluence, MS Project)
  • Experience in customer success space
  • Experience with customer success related tools and systems (e.g., CRM, ACD, IVR, chatbot, workforce management systems)
  • Technical skills and/or experience (experienced AI & LLMs user, data interpretation, Tableau or Power BI, Low-code/no-code platforms)

Responsibilities

  • We are frequently pulled into high priority projects that must be solved, but do not fall neatly into the purview of an existing person's job description. Our team is one of the first to get tapped to support the execution of CS strategy:
  • Streamline and/or automate processes to increase efficiency further
  • Support the implementation of AI-driven solutions such as chatbots, voicebots, IVR enhancements, and real-time service alerts
  • Support market expansions and existing markets from the CS content perspective
  • Own projects end-to-end: from problem statement, hypothesis formulation, setting up modus operandi to execution. You will be handed ambiguous, messy problems with few clues how to solve them:
  • Conduct quick, scrappy analyses to deliver fast insights while also developing scalable solutions that drive Flix's long-term success
  • Project management. Coordinate cross-functional teams, including operations, IT, service planning, and customer experience teams. If you're not comfortable leading meetings with large groups or managing Teams channels to align stakeholders toward a solution, this role might not be the right fit for you
  • Identify ways to align customer service initiatives with customer needs, company strategy, transportation regulations, accessibility standards, and safety protocols
  • Work across functions and learn Flix's business from top to bottom
  • Own CS content related area:
  • Review the strategy to ensure long-term success
  • Execute a long-term solution: Identify hypotheses, defend your case, test ideas, and manage a global rollout of solutions
  • Keep existing CS records up to date
  • Work across functions to support new market launches

FAQs

What is the main focus of the Customer Service Project Manager role?

The main focus of the Customer Service Project Manager role is to drive automation of customer service operations, adopt AI tools, and improve service efficiency to enhance the overall customer experience.

What type of projects will the Customer Service Project Manager be working on?

The Customer Service Project Manager will be working on high-priority projects that support the execution of the customer service strategy, including streamlining processes and implementing AI-driven solutions.

What qualifications are required for this position?

A Bachelor's degree in STEM, business, or management is required, along with a demonstrated track record of successfully managing complex projects from inception to completion.

Are there preferred qualifications for the Customer Service Project Manager role?

Yes, preferred qualifications include experience in the customer success space, familiarity with customer success tools and systems, and technical skills related to AI, data interpretation, and low-code/no-code platforms.

What project management tools should candidates be proficient in?

Candidates should be proficient in project management tools such as JIRA, Confluence, and MS Project.

Will the Customer Service Project Manager be required to coordinate with other teams?

Yes, the role requires coordinating cross-functional teams, including operations, IT, service planning, and customer experience teams.

How is Flix supportive of employee well-being?

Flix offers a competitive paid time off package, mental health support including 1:1 consultations with a psychologist, and discounts on UrbanSportsClub memberships.

Is there an opportunity for personal impact within the role?

Yes, the position allows for personal impact by contributing innovative ideas and autonomy to implement those ideas in creating a better travel experience.

What type of work environment does Flix promote?

Flix promotes a flexible work environment with trust-based hours and support for working from various locations, while also encouraging regular attendance at local offices.

How does Flix approach sustainability?

Flix is committed to sustainability by testing new green technologies and compensating for CO2 emissions resulting from business travel since 2018.

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Flix

Technology
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Flix is a global travel tech leader providing sustainable and affordable travel options to more than 60 million yearly travelers in 43 countries through its brands FlixBus, FlixTrain, Greyhound, and Kamil Koç. By combining network planning, marketing, and pricing, Flix uses innovative solutions to enable comfortable, sustainable, and affordable travel worldwide. Through our tech platform and user-friendly app, Flix creates a travel experience tailored to passengers' needs and connects travelers with local business partners providing transportation, ensuring a modern fleet that adheres to the highest safety standards. This asset-light business model has turned a European start-up into a leading and globally expanding travel-tech champion. Flix is pioneering and testing alternative drives with a long-term strategy to progressively decarbonize its fleet. Together with our partners and customers, we are driving transformative change towards the future of mobility, gradually reshaping the mobility sector and enabling more sustainable travel modes.