Operations & Customer Experience Manager | Customer Service

Operations & Customer Experience ManagerTHE OPPORTUNITYAre you a results-driven leader with strong organizational skills and a talent for operational excellence? Do you thrive in fast-paced environments where you can inspire your team, drive improvements, and ensure smooth, high-performing operations? If so, we want you to lead our Customer Service team!We’re looking for an Operations & Customer Experience Manager to lead and inspire our Customer Service department, reporting directly to the CS Director. You will have full leadership responsibility for our 6 Team Leaders, who manage around 70 FTEs during peak season. You will drive daily operations, set strategic initiatives, and ensure the department consistently delivers outstanding customer service.We are looking for someone with experience in a customer service environment, preferably in E-commerce, who can spot opportunities and proactively improve the customer experience.This is a temporary position for 12–15 months, covering maternity leave. As a company in continuous growth, we view this role as a key opportunity to make an impact, with potential for extension or future opportunities within the team.What You Will DoDriving OKRs and strategic improvements within the Customer Service Department.Monitor and analyze KPIs to identify trends, take action, and improve team performance and customer satisfaction, including NPS, CSAT, ENPS, turnover, absenteeism, response times, and resolution rates.Collaborate with stakeholders and other departments to drive operational success.Provide regular monthly performance reports and insights to senior management.Lead our Customer Service department and manage our 6 Team Leaders, ensuring smooth daily operations and that performance targets are consistently achieved.Take action on employee feedback to enhance engagement and satisfaction.Support Team Leaders in tasks such as contract meetings, salary discussions, performance improvement plans, and recruitment to uphold a streamlined process.YOUR PROFILEPrevious experience in a leading role within a high-performing environment. Strong organizational and operational skills, with experience in workforce planning, forecasting, and routing. Knowledge of workforce software is a plus.Skilled at analyzing KPIs and turning insights into actionable improvements.Familiar with the Danish context, including local practices, regulations, and operational standards.A strong leader who is empathetic yet direct, capable of motivating teams and fostering a high-performing culture.A university/college degree within relevant areas is a plus.Fluent in English, both written and spoken.All in all, we are looking for a hands-on, results-driven leader who inspires teams, drives improvements, and ensures excellent customer service.We’re reviewing applications on an ongoing basis, so don’t wait - apply now if you are ready to grow your career with us!Note that only applications in English will be considered. The first step in the recruitment process includes two mandatory assessments: PI behavioral & cognitive.We look forward to receiving your application!BOOZT PERKSGreat personal and internal career developmentA culture that incorporates our values of trust, freedom, and responsibilityFlexible work environmentDriven and passionate international colleaguesA generous employee discountInhouse Gym and sports activities, HQ onsite masseuse and medical doctorA LITTLE BIT ABOUT USWe are one of the leading e-commerce players in the Nordics. We offer our customers fashion, kids, sports, beauty, and home on Boozt.com and Booztlet.com.Our Boozt family consists of +1100 employees from more than 60+ nationalities; our diverse teams help us build an innovative and vibrant workplace.You can find our offices in Malmö, Sweden, Boozt Innovation Lab in the heart of Copenhagen, a data science team in Aarhus, Denmark, our two tech offices in Vilnius, Lithuania, and in Poznan, Poland, and our fully automated warehouse in Ängelholm (one of the world's biggest AutoStores). In 2026 we will move our HQ to Krystallen at Kalvebod Brygge, Copenhagen. From then the position will be out of our new HQ, Krystallen.We are an equal-opportunity employer that embraces diversity and inclusiveness.­­­­­­­­­­­­­­­­­­Would you like to join us on our exciting journey?