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Incident Manager - Customer Experience - (all genders) - Payments

As an Incident Manager for the Customer Experience Team at Zalando Payments, you will be the primary liaison between our Tech, Product, and Finance Teams and our Customer Care department. Your role will involve coordinating incident resolution efforts and mitigating negative impacts on our customers.

You will focus on protecting Zalando's assets and brand reputation while delivering exceptional service in a complex environment. Your ability to ensure minimal customer disruption during incidents and to serve as an effective communicator between teams is essential.

Your passion for project work and collaboration with internal and external stakeholders across Zalando's various business areas will help drive incident prevention and resolution projects. Your proactive attitude, strong sense of ownership, technical understanding, analytical thinking, and focus on process improvement will be crucial to advancing our incident management excellence.

WHERE YOUR EXPERTISE IS NEEDED

• Build, maintain and expand relationships with key stakeholders, including Tech, Product, Finance and Customer Care to ensure close collaboration and effective incident mitigation

• Develop and maintain processes for coordinating incident resolution, defining incident severity, and creating playbooks.

• Ensure a timely response to incidents, provide clear and transparent communication throughout the resolution process, and offer guidance on customer communications.

• Analyze and quantify the impact of incidents on customers, contribute to post-mortem documentation, and initiate projects aimed at incident prevention.

• Be hands-on and act as a mentor to incident process experts across various teams and ensure seamless cross-team collaboration.

WHAT WE’RE LOOKING FOR

• Experience: Minimum of 2-3 years of experience in an operational, process, or project management role focused on incident management and operational excellence. Experience in B2C eCommerce with a focus on post-purchase processes is required. Familiarity with ERP systems, CRM tools, and project management and issue-tracking systems (such as SAP, Salesforce, and JIRA) is a plus.

• Communication Skills: Confident in communicating with technical teams and translating complex technical language into easily understandable terms for stakeholders.

• Stakeholder Collaboration: Demonstrated ability to work closely with various stakeholders to develop and maintain strategic relationships while improving inefficiencies and operational issues.

• Project Management and Optimization: Experience in identifying problems, formulating problem statements, and managing projects aimed at optimizations and new feature implementations, with a proven track record of success.

• Analytical and Data-Driven Decision Making: Proficient in using analytics and commercial insights to understand performance metrics (KPIs) and connect different data points.

• Customer Focus: Strong customer and service orientation with a deep understanding of customer needs and problem-solving approaches.

• Teamwork and Community Contribution: Enjoy collaborating with team members and the wider organization, sharing knowledge, and learning from peers.

PERKS AT WORK

• A workplace run on trust, empowerment and feedback; positive, inspiring working atmosphere

• Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, free beverages and fruits, diverse sports and health offerings

• Mentoring and personal development opportunities and an international team of experts

• Relocation assistance for internationals, PME family service and parent & child rooms* (*available in select locations)

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.

Zalando Payments

Zalando Payments builds the technologies for all financial transactions in the Zalando fashion store and our other consumer-facing app