We are looking for an experienced Customer Service Project Manager (m/f/d). Flix customer service is rapidly evolving, leveraging the latest technologies to enhance customer experience. This role will focus on driving automation of CS operations, adoption of AI tools, and improving service efficiency. The ideal candidate thrives in unstructured environments, enjoys acting independently, enjoys problem-solving in ambiguous situations, and is comfortable with the latest technologies. You should expect ambitious goals, few ready-to-apply solutions, but lots of support from the team.
Primary 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
What you will do:
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
Required Qualifications:
- 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).
Preferred Qualifications:
- 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)
Our Perks – More than just a job
- You have an impact. With innovation and smart technology, we are creating the easiest way to travel. We want your ideas and give you autonomy to make them reality.
- Flix is flexible. Organize your own schedule with trust-based hours and up to 60 days of working from (m)anywhere. We are an office-first company, and we encourage all employees to come regularly to their local office.
- Travelling is our passion. Discover the world with your free Flix rides and bring along your friends and family for half price.
- Teamwork makes the dream work. Our FlixTeam has people from over 80 different nations. We work in a multicultural environment where we can challenge and support each other.
- We're not only green in color. We’re building for the long term, and that means protecting our planet. We constantly test new green technologies and compensate for the CO2 after all our business travel since 2018.
- Your well-being is important to us. To treat your mind and body we will give you a competitive paid time off package, mental health support including 1:1 consultations with a psychologist, and a neat discount on UrbanSportsClub memberships.
Want to rewrite the history of mobility with us? Then join our ride and apply now. We're excited to hear from you! We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. #LI-Hybrid
About Flix
We are a global mobility provider with headquarters in Europe and the United States. Since 2013, we have changed the way millions of people have traveled, offering new alternatives for convenient, affordable and eco-friendly travel. Thanks to a unique business model and innovative technology, we have quickly established one of the largest long-distance mobility networks in the world – and our journey has just begun.
The following video shows our amazing success story:
#LI-Hybrid
