Operational Process Excellence Lead (m/f/d)

At Riverty, you’re not just stepping into a role — you’re stepping into the driver’s seat of our customer service transformation. You’ll lead with vision, connect business ambitions with cutting-edge tech, and bring AI-powered solutions to life. If you thrive on turning strategy into impact, challenging the status quo, and inspiring teams to deliver their best, this is where you’ll make it happen.

We are looking for a

Operational Process Excellence Lead (m/f/d)

(unlimited, full-time) Join our team at one of our locations in Berlin or Amsterdam – flexible working conditions available

Your Role and Impact

• You take charge of Riverty’s customer service platforms and shape their strategic roadmap — aligning business goals with IT possibilities across the entire organization
• You set the rules by defining platform governance, configuration standards and performance criteria — and you make smart prioritization calls based on value and feasibility
• You turn ideas into action by translating business needs into concrete delivery plans, estimating technical effort, and steering vendor partnerships to deliver on time and to spec
• You drive innovation through AI and automation — from Microsoft Copilot to chat and voice bots, to Power Automate workflows — while monitoring performance and swiftly removing blockers to keep things running smoothly
• You inspire and lead Product Owners and Configuration Experts working with Microsoft Dynamics, Zendesk, Parloa, and other tools — building a culture of innovation, structured delivery, and strong stakeholder relationships

What You Bring

• You have 5+ years of experience in Customer Service, IT consultancy, Microsoft partner environments, or enterprise transformation — ideally with hands-on Microsoft Dynamics 365 implementations
• You know the delivery lifecycle inside out — from scoping and sprint planning to UAT and post-go-live stabilization
• You’re confident in estimating technical effort, negotiating contracts, and challenging vendor proposals with authority and insight
• You excel at stakeholder management, problem-solving, and clear, impactful communication
• You speak fluent English and have German skills at C1 level or higher — and if you can add another European language (bonus points for Nordic languages), even better

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