Project Manager Customer Service (E-Commerce)

TL;DR

Project Manager Customer Service (E-Commerce): Leading the implementation and optimization of customer service technologies, strategic initiatives, and operational tools with an accent on scalable workflows, stakeholder alignment, and service efficiency. Focus on translating business requirements into technical project scopes, coordinating cross-functional rollouts, and solving operational bottlenecks across a modern e-commerce customer service ecosystem.

Location: Onsite in Hamburg, Germany

Company

hirify.global is a European e-commerce company combining fashion and technology to deliver personalized online shopping experiences.

What you will do

• Lead the implementation, rollout, and continuous optimization of customer service technologies, tools, and strategic initiatives.
• Plan, structure, and execute projects that improve customer service systems, workflows, and operational efficiency.
• Translate strategic initiatives into scalable operational solutions and actionable project scopes.
• Coordinate communication between Controlling, BPOs, Team Leads, IT, Product, and development teams.
• Analyze operational bottlenecks, gather business requirements, and define technical requirements.
• Coordinate testing, documentation, feature rollouts, and evaluations of software solutions and external providers.

Requirements

• Professional experience in project management, product coordination, or an analytical and structural role within customer service or e-commerce.
• Understanding of modern customer service systems, including CRM ticketing, routing, and automation tools.
• Experience structuring workflows, defining milestones, and coordinating multidisciplinary stakeholders and timelines.
• Strong problem-solving, communication, and stakeholder management skills with an independent, solution-oriented approach.
• Fluent written and spoken English and German required.
• Degree in business, technology, or a comparable field, combined with relevant practical experience.

Culture & Benefits

• Flat hierarchies, direct communication, and pragmatic decision-making.
• High ownership, trust, and clear responsibilities.
• Inclusive environment that values diverse backgrounds and perspectives.
• Team lunches, afterwork drinks, company events, and informal social activities.
• Additional employee perks are available through the company benefits program.

Hiring process

• Apply online through the career page.
• The recruiting team will follow up after reviewing the application.