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(Senior) Specialist - Customer Service Enablement (Maternity Cover - FTC until May 2027)

Locations: Zurich, Berlin

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Customer Service

In short

You will be a key player in enabling the customer service (“Happiness Delivery”, HD) function to deliver premium service experiences at scale by supporting the development, project oversight, and continuous optimization of our system landscape. You will be responsible for managing project lifecycles and translating complex business needs into scalable, intuitive, and intelligent tools and systems — driving innovation, efficiency, and agent empowerment across the customer journey. As a (Senior) Specialist, you will work within the Happiness Delivery Transformation & Enablement team, while also collaborating closely with other HD, Digital, and Technology teams to manage and deliver cross-functional projects.

Your Mission

Project Execution & Delivery: Assist in leading cross-functional initiatives and projects that improve the agent experience. You will help manage projects from initial scoping and business requirements engineering through planning, timeline tracking, risk mitigation, and go-live.
System and Tooling Support & Lifecycle Management: Provide project and operational support for core HD tools, such as Salesforce, Talkdesk, and Medallia. This includes participating in technical design reviews, coordinating and assisting with User Acceptance Testing (UAT), and managing release schedules to ensure new features are successfully deployed to production.
Feedback & Process Improvement: Work with the System Performance team and other internal HD teams to establish and maintain structured mechanisms for collecting, analyzing, and acting on operational feedback—turning user pain points into actionable project backlogs.
Global Consistency & Scalability: Help develop and apply standardized project frameworks, governance, and guidelines to ensure tool consistency, automation, and best-practice adoption across different global regions.
Stakeholder Collaboration & Change Management: Collaborate closely with Technology, Digital, and other cross-functional partners on technical projects. You will act as a bridge between technical teams and business stakeholders, building strong relationships with frontline teams to drive adoption and change management.

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Your story

Senior Specialist: > 2 years of experience in project management, customer service operations, digital tooling, service design, or product operations.
Specialist: First experience in project coordination, customer service operations, digital tooling, service design, or product operations.
Methodology & Systems: Familiarity with project management methodologies and tools (Agile/Jira preferred) and experience with CRM systems (Salesforce preferred), contact center tools (e.g., Talkdesk), and customer feedback platforms (e.g., Medallia).
Stakeholder Navigation: Strong communication and collaboration skills, with the demonstrated ability to navigate and facilitate alignment between business, tech, and frontline teams.
User-Centric Mindset: A user-obsessed mindset that balances empathy for agents and customers with highly structured, analytical thinking.
Scale: Experience working within a global, fast-scaling and global environment is a plus.
Innovation: Experience with AI, automation, digital transformation, or knowledge base integration projects is a strong plus.
Languages: Fluent in English; any other languages are a plus.

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About the Team

Happiness Delivery Transformation & Enablement is the team bridging the gap between business strategy and technical execution to drive operational excellence and to provide the backbone for a premium customer service experience. The team works closely with internal HD teams located across the globe, as well as Technology and Digital. We’re an agile team that values curiosity, structured delivery, and commitment to excellence. You are the one who will help manage and architect the projects and systems behind a world-class service experience.

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Rikiya

Happiness Delivery System Specialist, Yokohama

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.

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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.

Build the better you

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.