EMP Customer Service Design Manager (m/f/d)
- E.ON Drive Infrastructure GmbH
- Hybrid, Permanent contract
- Full time
E.ON Drive Infrastructure GmbH
EMP Customer Service Design Manager (m/f/d)
Job description
Your mission
Purpose of the Position
You ensure that our customers can use our international E-Mobility offering reliably and receive fast, effective support when they have questions or encounter problems.
To achieve this, you develop the EMP-specific customer service and operations processes and embed them in the national and regional Operations units together with the Global Head of Operations. You combine a high degree of automation with clear escalation paths and reliable human support for complex cases and emergencies.
Your Responsibilities
Develop cross-country EMP service processes—from registration and payment queries to charging issues and complaints—and coordinate market implementation
Together with Global- and the National Operations, define service standards, responsibilities, and escalation paths, considering local languages, requirements, and operating structures
Together with the AI Unit, design an AI-supported service model combining self-service, automation, and reliable handover to employees
With Operations units and service partners, ensure clear contacts and coordinated processes for complex cases and emergencies
Define requirements for the service organization and work closely with Global Operations on their implementation
Establish a knowledge base and training processes that provide teams, partners, and AI systems with consistent, up-to-date information
Support product, feature, and country launches and ensure service readiness with the teams involved
Analyze service KPIs, customer feedback, and recurring errors to improve processes, knowledge resources, and the product
Add operational requirements to the product backlog and work with Product Management to resolve root causes sustainably
In case of an incident, coordinate service handling and customer communication with Operations, Development, and other functions
Your profile
You have several years of experience in customer service management, service operations, or a comparable role for digital products and services
You have established or further developed service processes and can implement them across multiple teams, organizational units, or countries
You have experience working with external service partners and managing service quality and agreed performance standards
You are familiar with customer service platforms, ticketing systems, and knowledge management, and can formulate business requirements for these systems
You have practical experience with AI-supported customer service or the automation of service processes and can assess suitable use cases and the necessary handovers to human employees
You work in a data-driven way and use KPIs such as resolution rate, handling time, customer satisfaction, and cost per case to prioritize improvements
You can establish binding processes in an international matrix organization and constructively reconcile differing interests
You combine customer focus with commercial thinking and maintain an overview even during incidents or difficult customer cases
You are willing to travel regularly within EDRI’s European markets to collaborate with country teams and partners
You communicate confidently in English. Experience in E-Mobility or with transaction- and payment-related services, is an advantage
Why us?
People take centre stage: Become part of a dynamic, ambitious and agile team that develops solutions for the eMobility market and be part of our EDRI events
With us, you get the best of both worlds - 100% start-up with the support of a large company
The freedom you need: We offer you hybrid working with flexible working hours
Workation: Enjoy the flexibility to work temporarily from abroad – within the EU
You will receive a competitive salary with a performance-related bonus
A company pension scheme is of course also one of the benefits with us
Sustainable learning opportunities: We support you with a training budget of 5,000 euros per year
You get everything you need to get started: onboarding with welcome gifts and all the hardware you need
Contact
Diversity counts at E.ON. We welcome all people and are convinced that differences make us stronger. Become part of our inclusive and diverse corporate culture!
Seize the opportunity to become part of our E.ON Drive Infrastructure team and not only create prospects for the future of E.ON, but also for your own.
We look forward to getting to know you!
Laura
Junior Recruiter
Do you have any questions or difficulties with your application? Please contact me at laura.ackermann@edri.com.
Inclusion
It is important to us to ensure that people with disabilities have a fair recruitment process in which they can demonstrate their best qualities. For this reason, our representative for people with severe disabilities is involved in the process at an early stage. Please let us know via the application form if you require any technical or organisational adjustments for the recruitment process. We will be happy to provide these.
If you are unable to apply online and would like to speak directly with someone, please contact the recruiter.
What else you should know:
- Type of contract:
- Permanent contract
- Employment type:
- Full time
- Work Model:
- Hybrid
- Company:
- E.ON Drive Infrastructure GmbH
- Job number:
- M0237
As long as the position is advertised on our careers page, we are looking for suitable candidates (f/m/d). We look forward to receiving your application!
Data protection
Additional information can be found here.
Any questions?
As long as the position is advertised on our careers page, we are looking for suitable candidates (f/m/d). We look forward to receiving your application!
Application process
Depending on the company and position, the process may vary. So we are providing you with an exemplary overview of the possible steps involved. Your recruiter can help you with any additional questions you may have.
Online application
Submitting your online application is the first step. You can apply for this position through our website. Simply click on "Apply now."
Interview
In the interview, we get to know each other better. Tell us about yourself and ask us anything that is on your mind: about the position, the team or generally about E.ON Drive Infrastructure as an employer. The interview will take place either in person or online. We look forward to meeting you.
Contract and onboarding
Welcome to the team! We want to make sure that you'll find your way around the company quickly. During your onboarding you’ll learn everything you need to know about E.ON and your new work environment.
We value and foster diversity
Society is diverse – just like our workforce. We’ve proved that fresh ideas and perspectives always emerge when an exciting blend of different people work together. That's why we work hard to become a diversity pioneer.
In 2008, we signed the German Diversity Charter. We are also a member of numerous national and international networks and initiatives that deal with various aspects of diversity.
And we also promote an inclusive culture internally. To name just two examples: In Germany, we run a mentoring programme to prepare female employees for leadership positions. We also launched the CEO Awards for Diversity & Inclusion in 2018. The awards support people and activities at E.ON who are committed to diversity and inclusion.
E.ON is one of Europe's largest operators of energy networks and infrastructure and a provider of innovative energy solutions for around 48 million customers. Around 74,000 employees are constantly working to digitize the energy world, achieve net zero and connect everyone to good energy. To achieve this, we are focusing our actions on sustainability, digitalization, and growth. We strongly believe that differences make us stronger and welcome all people into our inclusive and diverse culture.
What makes E.ON stand out as an employer
Sense of purpose
Together we pave the way for the green energy transition in Europe and enable society and our customers to become C02-neutral.
Together we pave the way for the green energy transition in Europe and enable society and our customers to become C02-neutral.
Sustainability
We make energy cleaner and smarter, giving our customers access to a sustainable supply of electricity and heat.
We make energy cleaner and smarter, giving our customers access to a sustainable supply of electricity and heat.
Winning culture
We promote an inclusive culture where everyone feels valued and where everyone can reach their full potential and make a meaningful contribution to E.ON's success.
We promote an inclusive culture where everyone feels valued and where everyone can reach their full potential and make a meaningful contribution to E.ON's success.
Recognition
We value the contribution of each individual. We recognise individual achievements and reward the successes we deliver as a team.
We value the contribution of each individual. We recognise individual achievements and reward the successes we deliver as a team.
Work Life Balance
Family or career? It doesn’t have to be either/or. Whether flexitime, part-time or hybrid working: At E.ON, you will find the right model for every life situation.
Family or career? It doesn’t have to be either/or. Whether flexitime, part-time or hybrid working: At E.ON, you will find the right model for every life situation.
Health
Benefit from our wide range of health and well-being offers and take advantage of preventative activities.
Benefit from our wide range of health and well-being offers and take advantage of preventative activities.
Network
Joining E.ON opens the door to countless opportunities – regionally and internationally.
Joining E.ON opens the door to countless opportunities – regionally and internationally.
Development
Whether you're looking for a specialist or management career, our individual training programmes will help you develop both professionally and personally.
Whether you're looking for a specialist or management career, our individual training programmes will help you develop both professionally and personally.
Onboarding
We’ll help you learn everything you need to know about E.ON and your new working environment – making your start at E.ON easy.
We’ll help you learn everything you need to know about E.ON and your new working environment – making your start at E.ON easy.
Sense of purpose
Together we pave the way for the green energy transition in Europe and enable society and our customers to become C02-neutral.
Together we pave the way for the green energy transition in Europe and enable society and our customers to become C02-neutral.
Sustainability
We make energy cleaner and smarter, giving our customers access to a sustainable supply of electricity and heat.
We make energy cleaner and smarter, giving our customers access to a sustainable supply of electricity and heat.
Winning culture
We promote an inclusive culture where everyone feels valued and where everyone can reach their full potential and make a meaningful contribution to E.ON's success.
We promote an inclusive culture where everyone feels valued and where everyone can reach their full potential and make a meaningful contribution to E.ON's success.
Recognition
We value the contribution of each individual. We recognise individual achievements and reward the successes we deliver as a team.
We value the contribution of each individual. We recognise individual achievements and reward the successes we deliver as a team.
Work Life Balance
Family or career? It doesn’t have to be either/or. Whether flexitime, part-time or hybrid working: At E.ON, you will find the right model for every life situation.
Family or career? It doesn’t have to be either/or. Whether flexitime, part-time or hybrid working: At E.ON, you will find the right model for every life situation.
Health
Benefit from our wide range of health and well-being offers and take advantage of preventative activities.
Benefit from our wide range of health and well-being offers and take advantage of preventative activities.
Network
Joining E.ON opens the door to countless opportunities – regionally and internationally.
Joining E.ON opens the door to countless opportunities – regionally and internationally.
Development
Whether you're looking for a specialist or management career, our individual training programmes will help you develop both professionally and personally.
Whether you're looking for a specialist or management career, our individual training programmes will help you develop both professionally and personally.
Onboarding
We’ll help you learn everything you need to know about E.ON and your new working environment – making your start at E.ON easy.
We’ll help you learn everything you need to know about E.ON and your new working environment – making your start at E.ON easy.
