About us
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. 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.
Your tasks
Your Mission
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 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 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
We offer
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.
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.