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About the Role

In this role, you will be responsible for the customer experience from contract signing onwards, managing the entire post-sales journey as a unified chain rather than fragmented departments. You will lead over 50 people across multiple teams and locations, reporting directly to C-level. The central challenge is to design a customer operation that scales with the customer base without a proportional increase in headcount, requiring you to find and implement solutions while maintaining ongoing operations.

Responsibilities

Manage the entire post-sales journey: onboarding and switching processes, activation, ongoing support across all channels, billing and payments including receivables management, retention, and winback.
Lead and develop over 50 employees in multiple teams and locations, primarily through managers.
Define and implement a scalable customer operation model.
Decide which steps are handled by humans, service providers, or systems.
Restructure the organization as roles shift due to process changes.
Develop and execute a prioritized roadmap for the next twelve months, evaluated by impact, effort, and risk.
Implement and harden AI-driven automations in live production.
Ensure stable Service Levels and First Contact Resolution rates while volumes grow.
Manage service providers against clear SLAs, demonstrating compliance.
Align the organization with the new operating model, including redefined roles.
Empower direct reports to independently manage their areas.

Requirements

4+ years of leadership experience in operations or customer service organizations of approximately 50 people, including managing managers and budget responsibility.
Proven experience in process re-engineering with quantifiable results (e.g., contact rate, cost-to-serve, throughput time, quality).
Experience implementing and hardening AI-driven automation in a large-scale operation.
Proficiency in SQL and BI tools for self-service data analysis.
Practical experience in capacity and shift planning, tooling, and service level management.
Experience in selecting, building, and managing external partners, including SLAs, quality control, and cost negotiations.
Experience leading an organization through growth and change, building structures that scale.
Ability to communicate effectively with C-level executives and frontline staff.
Negotiation-level German and fluent English.
Experience in the energy sector (GPKE/WiM, market communication, MsbG/iMSys, § 14a EnWG) or a comparable regulated B2C environment (Utilities, Telko, Finance) is a plus.
Experience with billing, payment, and receivables processes is a plus.
Experience building or managing BPO and nearshore setups is a plus.
Experience with contact center and automation technologies is a plus.

Skills

Leadership
Operations Management
Customer Service Management
Process Re-engineering
Automation Implementation
AI-driven Automation
SQL
BI Tools
Capacity Planning
Shift Planning
Service Level Management
Vendor Management
SLA Management
Quality Control
Cost Negotiation
Organizational Development
Change Management
Stakeholder Management
Communication
Energy Market Processes (GPKE/WiM, Market Communication, MsbG/iMSys, § 14a EnWG)
Billing Processes
Payment Processes
Receivables Management
BPO Management
Nearshore Management
Contact Center Technology
Automation Technology

Location

Multiple locations

Work Type

Full-time

Experience Level

4+ years leadership experience
Experience managing managers
Budget responsibility

Benefits

Employee participation program
Discount on RABOT-Energy electricity tariff
Urban Sports Club partnership
Deutschlandticket

About the Company

The energy market is undergoing significant transformation, moving from annual billing to 15-minute prices, passive consumers to active prosumers with storage, and manual meter readings to smart metering systems. Market communication, grid operator, and metering point processes are adapting to this new landscape.
What happens after the contract is signed is the frontline of our product, not a cost center.
We are celebrating new ideas and approaches, taking learning seriously, and understanding that life sometimes gets in the way when pursuing one's best work.