We’re hiring at our location in Berlin

Operational Service Delivery Manager (m/f/d)

What your new challenge will be:

We are looking for an Operational Service Delivery Manager (m/f/d) for our international Content Moderation Service Center supporting one of our biggest global clients in Berlin-Siemensstadt. At our Berlin location we ensure a quality experience for the users of our client's social media platforms. Join our team and take over a key leadership role in Operations to make social media safer for everyone. Your tasks will include

  • Providing disciplinary leadership to defined operational Groups and Markets of around 300 employees over our internal hierarchy levels (you would be directly leading our Operations Leads who are leading our Team Leads)
  • Responsibility for Quality, Efficiency (productivity, utilization, coverage) and Well-being (employee satisfaction, attrition, absenteeism) metrics in Operations – setting up respective actions and measures to reach excellent results
  • Act as a role model for leadership and internal communication by involving your team, giving guidance, feedback and support, creating motivation and team spirit, developing your team and following-up on actions in order to deliver results
  • Close and regular interaction with our global client representing our operational site performance achievements towards the client organization
  • Analyzing, defining and optimizing processes, workflows and tools in Operations
  • Manage ad-hoc initiatives and projects required by our client or by internal stakeholders
  • Implementing and ensuring compliance with work instructions and client specifications in the area of responsibility
  • Close and trustful collaboration with other internal departments and stakeholders such as Quality & Training, Reporting, WFM, HR, Compliance, Feel Good Management, Site Office and Workers Council

What you bring to the table:

  • Graduate degree or higher in Business Administration or other studies related to this position desirable
  • Several years of experience in leading international Operations Teams with a team size of minimum 100+ people mandatory, ideally in a service center environment
  • Fluent English skills (C1 level spoken and written), German skills as a plus
  • Very high motivation and ability to work in a fast-paced environment
  • Strong analytical skills, ability to prioritize and to work independently with a result-oriented and structured approach as well as strong organizing skills
  • Excellent communication and presentation skills
  • Business management thinking and cost sensitivity, coupled with an eye for detail
  • Ability to work in a team that is focused on reaching business goals and creating an environment of respect and trust
  • Very high assertiveness and self-confident appearance towards different contact persons (client, employees, management, workers council etc.)
  • High resilience, emotional stability and a distinct ability to multitask
  • Very good PC user skills (in particular experienced handling of common calculation and presentation programs)

What's in it for you:

  • Great team spirit and opportunity to learn by taking a key leadership role in an international, diverse team with employees from 65 nations
  • Reporting line directly into the Site Lead
  • Work for one of our biggest and most agile global clients as part of Majorel’s global site network
  • Attractive salary and compensation offer
  • Flexible working hours and remote office work possible
  • The opportunity to play a key role in shaping social media
  • The freedom to drive your career, your own entrepreneurial projects and make an impact across the company
  • Discounts for various providers and a reduced public transportation ticket
  • Free fruit, subsidized lunch offers and regular team events

About us

We are Majorel. Globally we provide a unique customer service and ensure satisfied end customers.

As a global player, we rely on the expertise and the know-how of our specialists and executives, who through their effort work to make our company better every day.

We base everything we do on creativity, excellence, and respect. Our employees are our foundation and our most important capital. Become a part of our team.

Majorel. Driven to go further.

A big team is looking forward to you.
Learn more about us at majorel.com/berlin. There you will also find further job offers.

Majorel Berlin GmbH, Betriebsstätte Berlin 1 | Human Resources | Magdalena Riffault


You are looking for another location or want to learn more about Majorel?
Visit us on majorel.com/career-de.