Team Lead Enablement & Service Automation (all genders)

Zalando
Germany, United Kingdom
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Coaching","Roadmap planning","Customer focus","Continuous improvement"]

Lead a multidisciplinary customer enablement team of 5–8 specialists to transform operations from reactive support into an automation-first, AI-enabled model. Translate customer enablement strategy into an end-to-end execution roadmap, govern a single source of truth for knowledge, and map customer and partner journeys across Customer Operations. Improve predictive performance through visibility into support cases and root causes, increasing efficiency, quality, and scalability.

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Zalando
Zalando
1 day ago

Team Lead Enablement & Service Automation (all genders)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead a multidisciplinary customer enablement team of 5–8 specialists to transform operations from reactive support into an automation-first, AI-enabled model. Translate customer enablement strategy into an end-to-end execution roadmap, govern a single source of truth for knowledge, and map customer and partner journeys across Customer Operations. Improve predictive performance through visibility into support cases and root causes, increasing efficiency, quality, and scalability.
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 team to move from reactive operations to an automation-first model.
  • •Define, prioritize, and drive the product and AI roadmap for the enablement landscape to maximize customer value.
  • •Establish governed knowledge as a single source of truth to ensure consistent service delivery and enable scalable self-service and automation.
  • •Map the customer journey across Customer Operations to ensure smooth onboarding and support journeys.
  • •Create end-to-end transparency across support cases and root causes to improve steering capabilities and predictive performance.

Pay and Benefits

Perks:EquityRelocationGym MembershipPaid Leave

Key Requirements

  • •Proven experience leading and coaching multidisciplinary teams and upskilling individuals while shifting team paradigms.
  • •Implemented AI-assisted self-service capabilities in operations or product ecosystems.
  • •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.
  • •Passion for continuously improving customer journeys, defining service standards, and keeping customer experience central.
Skills:LeadershipCoachingRoadmap planningCustomer focusContinuous improvement
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