Team Lead Enablement & Service Automation

Zalando
Germany, United Kingdom
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Coaching","Stakeholder management","Structured communication","Customer focus"]

Lead a multidisciplinary team in Customer Enablement, translating a high-level enablement strategy into daily execution. Drive a shift to an automation-first operating model by defining and prioritizing a unified roadmap for customer enablement and AI capabilities. Establish a governed knowledge foundation, map customer journey touchpoints across Customer Operations, and improve predictive performance through end-to-end visibility of support cases and root causes.

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Zalando
Zalando
3 days ago

Team Lead Enablement & Service Automation

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Last checked: 18 hours agoStatus: Live

Job Summary

Lead a multidisciplinary team in Customer Enablement, translating a high-level enablement strategy into daily execution. Drive a shift to an automation-first operating model by defining and prioritizing a unified roadmap for customer enablement and AI capabilities. Establish a governed knowledge foundation, map customer journey touchpoints across Customer Operations, and improve predictive performance through end-to-end visibility of support cases and root causes.
Location: Germany, United Kingdom
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and upskill a cross-functional enablement team (5–8 specialists, analyst, product owner, and AI specialist) to move from reactive operations to an automation-first model.
  • •Define, prioritize, and drive the unified product and AI roadmap to maximize customer value.
  • •Establish a governed knowledge base as the single source of truth to enable consistent service delivery and scalable self-service/automation.
  • •Shape customer and partner journey interactions with Customer Operations to support smooth onboarding and support.
  • •Create end-to-end transparency across support cases and root causes to shift steering capabilities toward predictive performance.

Pay and Benefits

Perks:EquityPaid LeaveHybrid WorkRelocationWellness StipendHealth InsuranceGym MembershipLearning Budget

Key Requirements

  • •Proven experience leading and coaching multidisciplinary teams, including upskilling individuals and shifting team paradigms.
  • •Experience implementing AI-assisted self-service capabilities in operations or product ecosystems.
  • •Ability to translate high-level strategies into structured, actionable team roadmaps and daily execution.
  • •Solid understanding of modern service environments and how to implement customer self-service solutions.
  • •A customer-centric mindset focused on improving customer journeys and defining service standards.
Skills:LeadershipCoachingStakeholder managementStructured communicationCustomer focus
Tech Stack:AIAutomationSaaS

Company Brief

Zalando
Zalando operates a leading European online marketplace for fashion and lifestyle products, offering clothing, shoes and accessories from international brands and local labels, plus logistics and marketing services to partner brands and retailers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2008
WebsiteLinkedIn