You take responsibility for the operational management of the SME Customer Service Team DACH, with a strong focus on stability, efficiency, and service quality. You confidently manage organizations through KPIs and make well-informed decisions based on data and insights. You combine operational excellence with the continuous improvement of processes, organizational structures, and system landscapes. You have a strong understanding of customer experience and the varying needs of customers throughout the entire lifecycle. You are passionate about AI-powered customer service solutions and ideally have experience implementing automation, self-service, or agent-assist applications. You drive transformations, scale best practices, and bring a highly analytical and data-driven approach to your work.