Senior Project Lead / Operations Manager

Your Mission

To set up and further develop a customer service project for one of our clients, we are looking for a (Senior) Project Lead / Operations Manager (m/f/d) to join our headquarters in Munich or our offices in Berlin or Halle in a hybrid model as soon as possible. In this position, you build processes and structures from scratch, take full end-to-end ownership of the project, lead several Team Leads and actively drive the further development of our entire operations setup.

Your Tasks

• Building and further developing scalable processes and operating models along the entire customer journey

• End-to-end responsibility for the project, including performance management, as the central point of contact for our clients

• Managing client relationships and stakeholders confidently, including handling escalations

• Leading and developing Team Leads as well as permanent and freelance team members

• Steering the project via KPIs, dashboards and quality criteria and turning insights into concrete measures

• Close collaboration with Recruiting, Training, Quality and Tech

• Actively shaping the strategic development of our operations setup

Your Skillset

• Proven experience in operations or project management, including building projects, structures or processes from scratch, not just running existing ones

• Leadership experience, ideally including leading other leads or remote teams

• Entrepreneurial thinking and decisiveness, even in dynamic situations

• Hands-on mentality combined with high standards for quality and efficiency

• Strong analytical skills and a solid understanding of KPIs

• Clear, reliable communication in German and English

• Ideally a business-related academic background

Your Success Goals in the First Year

• Establishing and stabilizing the Team Lead structure for the project

• Defined and documented processes along the customer journey

• Achieving the agreed KPI targets (e.g. customer satisfaction, efficiency)

Your Winning Deal

• Your benefits: In addition to 30 days of vacation, we offer a JobLunch subsidy (€69 per month), a Givve card (topped up with €50 every month) or alternatively a subsidized Wellpass membership, discounts via Corporate Benefits, the option of JobRad bike leasing, contributions to your retirement savings (company pension scheme and capital-forming benefits) as well as amazing team and company events.

• Your workplace: You work in a flexible hybrid model from one of our modern, dog-friendly offices and can also spend up to 2 weeks per year on workation within the EU (*applies only to employees with an EU passport).

• Your footprint: A position in a profitable company where you have the freedom and trust to help shape it and work with us on the "future of work".

• Our values: We stand out with an open, authentic culture and a high-performing, humorous team that is already looking forward to making bold decisions with you and breaking new ground that leads us to sustainable success.

• Your opportunity: From day one, you have the chance to take on responsibility, drive innovation and grow both the company and yourself together with a team of experts.

About us

Are you looking for a profitable scale-up that offers you long-term prospects and a disruptive business model with a growth-oriented corporate culture? Do you also want to grow beyond the usual standards, bring your own initiative and appreciate actively shaping topics?

Then yoummday is the right place for you!

yoummday: “You made my day” - As an innovative SaaS platform, we connect companies with highly qualified freelance call center agents (“Talents”) worldwide. Our digital solution enables flexible, scalable and efficient customer support - without the need for traditional call center structures. We are a family-run Munich-based scale-up with over 350 employees (“Daymakers”) at 5 locations in Europe and 1 in the USA - further growth is inevitable ;).

Become part of our team and set new standards in AI-supported customer service with us to create smart, data-driven solutions that inspire.

At yoummday, we value diversity and equal opportunities. We welcome applications regardless of gender, background, age, sexual orientation, religion, or disability. Different perspectives make us stronger – which is why we actively promote an inclusive work environment where everyone can reach their full potential.