(Senior) Specialist - Customer Service Enablement (Maternity Cover - FTC until May 2027)

In short

You will be a key player in enabling the customer service (“Happiness Delivery”, HD) function to deliver premium service experiences at scale by supporting the development, project oversight, and continuous optimization of our system landscape. You will be responsible for managing project lifecycles and translating complex business needs into scalable, intuitive, and intelligent tools and systems — driving innovation, efficiency, and agent empowerment across the customer journey. As a (Senior) Specialist, you will work within the Happiness Delivery Transformation & Enablement team, while also collaborating closely with other HD, Digital, and Technology teams to manage and deliver cross-functional projects.

Your mission

• Project Execution & Delivery: Assist in leading cross-functional initiatives and projects that improve the agent experience. You will help manage projects from initial scoping and business requirements engineering through planning, timeline tracking, risk mitigation, and go-live.
• System and Tooling Support & Lifecycle Management: Provide project and operational support for core HD tools, such as Salesforce, Talkdesk, and Medallia. This includes participating in technical design reviews, coordinating and assisting with User Acceptance Testing (UAT), and managing release schedules to ensure new features are successfully deployed to production.
• Feedback & Process Improvement: Work with the System Performance team and other internal HD teams to establish and maintain structured mechanisms for collecting, analyzing, and acting on operational feedback—turning user pain points into actionable project backlogs.
• Global Consistency & Scalability: Help develop and apply standardized project frameworks, governance, and guidelines to ensure tool consistency, automation, and best-practice adoption across different global regions.
• Stakeholder Collaboration & Change Management: Collaborate closely with Technology, Digital, and other cross-functional partners on technical projects.

You will act as a bridge between technical teams and business stakeholders, building strong relationships with frontline teams to drive adoption and change management.

Your story

• Senior Specialist: > 2 years of experience in project management, customer service operations, digital tooling, service design, or product operations.
• Specialist: First experience in project coordination, customer service operations, digital tooling, service design, or product operations.
• Methodology & Systems: Familiarity with project management methodologies and tools (Agile/Jira preferred) and experience with CRM systems (Salesforce preferred), contact center tools (e.g., Talkdesk), and customer feedback platforms (e.g., Medallia).
• Stakeholder Navigation: Strong communication and collaboration skills, with the demonstrated ability to navigate and facilitate alignment between business, tech, and frontline teams.
• User-Centric Mindset: A user-obsessed mindset that balances empathy for agents and customers with highly structured, analytical thinking.
• Scale: Experience working within a global, fast-scaling and global environment is a plus.
• Innovation: Experience with AI, automation, digital transformation, or knowledge base integration projects is a strong plus.
• Languages: Fluent in English; any other languages are a plus.