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Lead - Customer Service Project Management
Location: Zurich
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In short
Join the Global Customer Service (‘Happiness Delivery’, HD) Transformation Team as a Lead HD Project Management to support the team in translating strategic concepts into tangible results with measurable impact. In this role, you will lead projects from conceptualisation to implementation, collaborate closely with stakeholders across the organisation, and report back on the impact on operational excellence and customer experience. The ideal team member will set new standards, execute flawlessly, and uphold On’s premium positioning.
This role can be based in either our Zürich or Berlin offices.
Your Mission
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Strategic planning: Collaborate closely with the HD leadership to define and deliver strategic priorities that improve operational excellence and customer satisfaction.
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Project delivery excellence: Own the end-to-end management of strategic projects with high impact, from initial conceptualisation to flawless execution, including data-driven reporting.
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Stakeholder alignment: Grasp underlying problems, anticipate stakeholder interests, and align project outcomes across teams and time zones. Prepare/take decisions in project context.
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Organisational transformation: Act as a driver of transformation, ensuring the smooth adoption of new tools, processes, and organisational setups aiming for scalability and operational excellence.
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Executive reporting: Prepare high-quality deliverables for (senior) stakeholders; communicate project progress, insights, and recommendations clearly and effectively.
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Your story
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A highly motivated, collaborative, and entrepreneurially-minded individual eager to challenge the status quo.
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Proven track record: 5 years of proven experience in management consulting or internal strategy role. Experience in managing customer service transformation is an advantage.
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Analytical skills: Superior analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
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Growth mindset: A strong affinity for driving change in a fast-paced, diverse, and multinational environment.
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Collaborative approach: You're an excellent team player, yet capable of working independently to deliver work with limited guidance.
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Proficient communicator: Excellent written and verbal communication skills, including experience with senior management. English is required, and any additional language is a plus.
About the Team
The Global Transformation & Enablement Office is a newly formed team that spearheads the transformation of the Happiness Delivery division. The team is responsible for defining and aligning the HD strategy as well as driving divisional transformation together with other service functions, while also delivering high-quality senior stakeholder reporting.
Rikiya
Happiness Delivery System Specialist, Yokohama
What we offer
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.
What to expect
We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.
Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.
Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.