Team Lead of Enablement & Service Automation (AI)

Location: Hybrid working within Germany or the UK, with occasional office attendance required. Work from abroad is available for up to 30 working days per year. Relocation assistance is available subject to prior agreement.

Company

hirify.global is an independent company within the Zalando Group that provides e-commerce solutions for fashion brands and online retailers.

What you will do

• Lead, coach, and upskill a multidisciplinary team of Enablement Specialists, Analysts, Product Owners, and AI Specialists.
• Transform Customer Enablement operations from a reactive setup into an automation-first model.
• Define, prioritize, and execute the unified product and AI roadmap for the enablement landscape.
• Establish a governed knowledge foundation as a single source of truth for consistent service delivery, self-service, and automation.
• Map customer and partner interactions across onboarding and support journeys.
• Increase transparency into support cases and root causes to enable predictive performance management.

Requirements

• Proven experience leading and coaching multidisciplinary teams and developing individual capabilities.
• Hands-on experience implementing AI-assisted self-service capabilities within operations or product environments.
• Practical experience translating high-level strategies into actionable roadmaps and daily execution.
• Understanding of modern SaaS service environments and customer self-service solutions.
• Strong customer-centric, collaboration, communication, and stakeholder management skills.

Culture & Benefits

• Flexible work schedules and a hybrid working model within Germany or the UK.
• Employee shares program and discounts on Zalando products and selected external partner offers.
• 27 days of vacation per year for full-time employees, plus two paid volunteering days annually.
• Relocation assistance, family services, health and wellbeing options, and mental health support.
• Training offerings and biannual peer-to-peer reviews to support professional development.