Customer Service & Operations Development Manager

You will join the Global eCommerce organization within Customer Service Operations & Vario working closely with a dynamic and cross-functional team. The team plays a central role in enabling seamless omnichannel customer experiences and ensuring operational excellence across markets.

Collaboration is key as you will work with stakeholders across functions combining strategic thinking with hands-on execution to continuously improve systems processes and customer journeys. This role contributes directly to strengthening scalability efficiency and data-driven decision-making across the department.

In this role you will take ownership of the departments project roadmap and drive initiatives that enhance customer service capabilities and operational performance.

More specifically your tasks will be to:

• Establish and maintain project management standards aligned with Global eCommerce principles
• Drive end-to-end implementation of new tools and solutions (e.g. CRM systems AI tools contact channels)
• Continuously optimize existing systems and processes within customer service and operations
• Own and develop the departments system-related project roadmap
• Manage and collaborate with a broad stakeholder landscape across the organization
• Identify and implement process improvements to enhance efficiency and customer experience
• Build and maintain advanced reporting frameworks to support KPI-driven decision-making
• Act as subject-matter expert for customer service platforms including ticketing telephony messaging and AI tools
• Support cross-functional projects and initiatives across Global eCommerce
• Contribute to operational activities when needed during peak periods or resource gaps

You are a structured and proactive professional with a strong analytical mindset and a passion for continuous improvement.

Moreover we expect that you:

• Have solid experience in project management including stakeholder management planning and implementation
• Possess strong knowledge of ERP systems (preferably SAP and/or Microsoft Business Central)
• Bring hands-on experience with CRM systems and customer service platforms
• Have a customer-centric mindset and experience within customer service and operations
• Demonstrate strong analytical capabilities and experience working with data and reporting
• Have experience with process optimization or process management
• Understand eCommerce and online business environments
• Communicate fluently in English

Additionally you:

• Work independently and manage deadlines effectively
• Are solution-oriented proactive and results-driven
• Have a structured approach with strong attention to detail
• Thrive in a collaborative and international environment
• Are flexible and willing to support the business where needed

Ready to apply

Learn more about the VELUX Group online atwhere you can read more about working at our company and what to expectofour recruitment process.

We look forward to receiving your application and CV as soon as possible. We are conducting interviews on an ongoing basis until we have the right match.

All inquiries will be treated confidentially.

About VELUX

In the VELUX Group we offer you a world of opportunities and the chance to create a bright future. From the forefront of the roof window category we enable those who liveworkand play under the rooftransformtheir spaces and live a healthier everyday life with more daylight and fresh air.

The VELUX Group is an international family-owned business with strong financial roots and each year we can create real impact by reinvesting in society our employees and planet through our foundations. With 20 production companies in 12 countries and sales companies in 37 countries our products are widely available. We employ around 12000 people and our company is headquartered in Denmark. Alongside the rest of our values courage and mutual respect define our actions every day and how we wish to contribute to the world.

Equal Opportunity Employer

At VELUX Residential we believe in fostering a diverse workplace for everyone to thrive develop and perform at their best and where you feel welcome respected and valued. We are committed toproviding equal opportunities for all- whether you are applying for a role or already a part of VELUX Residential. That means we recruit hire train and promote people based on their skills and potential without regard to race color religion sex age neurodiversity disability protected veteran status national origin sexual orientation or any other basis prohibited by applicable law.

We value diversity and strive to ensure that our employment decisions are fair and inclusive focusing only on what truly matters: your qualifications and how you can contribute to our shared mission and success.