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Senior Project Manager Customer Service

Netherlands, Noord-Holland, Amsterdam (HQ)Customer Service

Job description

Hi, we are Swapfiets! 👋 The bicycle subscription where you are always assured of a working bicycle. Our mission? Making cities more livable and sustainable under the motto 'buy less, use more'.


We are continuing our growth journey in our expansion in Europe! Hence, we are looking for a Senior Project Manager Customer Service to join us and build a sustainable and high standard business. This role is part of the “build the business” team of our Customer Experience department. This is a role for an individual who has 5-7 years of experience in project management, with the right balance of technical knowledge and business acumen, and with a lot of knowledge of Customer Service. You will play a critical role in a dynamic and rapidly growing organization where your contribution will make a visible impact everyday. 


Do you see a challenge instead of a problem? And are you ready for an acceleration in your career? Then you are ready for the Swapfiets adventure!


For our Customer Experience team we are looking for a: Fulltime Senior Project Manager Customer Service. This opportunity is open for 40 hours a week. You will report to the Global Customer Experience Manager. 


Do you recognize yourself in this?


As our Senior Project Manager Customer Service you will have a key role in our Global Customer Experience team. You will be the right hand of our Global Customer Experience Manager, and manage strategic & tactical change projects end to end. The projects are often software related, and aim to drive customer happiness within an efficient internal Customer Service organization. You will become the business owner with in-depth knowledge of all our Customer Service related software, and you constantly identify improvement opportunities. You work with a high level of precision and provide the team with several process improvements.


Furthermore, you will be the owner of data analytics within our Customer Service team. You will design frameworks that enable easy analysis by others, and deepdive into the data yourself for example to identify strategic improvement opportunities. Are you ready to drive our customer service team to the next level? Then this might be something for you! 🚲 🚀

What will you be doing?

  • Managing strategic & tactical change projects within Customer Service, often software related;

  • Leading and developing Application & Improvement specialist;

  • Driving proper project tracking and continuous improvement;

  • Owning all Customer Service systems from a business perspective and continuously identifying improvement opportunities;

  • Analyzing data and designing frameworks that enable easy analysis by others;

  • Analyzing impact of implemented improvements and continuously iterates to increase impact;

  • You are constantly on the lookout to bring in industry best practices

Job requirements

Your profile:

  • Academic work and thinking level;

  • At least 5-7 years experience in project management with the right balance of technical knowledge and business acumen;

  • At least 3 years working experience in Customer Service;

  • In-depth knowledge of one of the Customer Service systems (Zendesk, Salesforce, Freshworks, etc);

  • Structured and result driven way of working;

  • Strong communication and stakeholder management skills;

  • Excellent in English and/or local language.


What Swapfiets offers you (when working from HQ)

  • Competitive Salary

  • Your own Swapfiets (lend-lease) 🚲!

  • 32 vacation days (that’s right, next to 25 vacation days you can use your 7 Swap days as you please)

  • A solid pension plan and a discount on your health insurance

  • MacBook or a Windows laptop (what you prefer)

  • Lots of responsibility, challenging work, and friendly colleagues

  • Travel allowance (if you live more than 11 km away from the office, otherwise you’ll just use your Swapfiets, right.. 😎?)

  • Onefit for Business arrangement (to promote your healthy lifestyle!

  • Learning programs developed by our L&D department

  • Lots of workshops and inspirational talks

  • One day off per year to do voluntary work paid by Swapfiets

  • Flexibility in working from home/ at our brand new (!) office at the Molukkenstraat.

Any questions?

Do you have questions about this vacancy? Contact our recruiter via recruitment.hq@swapfiets.com. We are not interested in working together with recruitment agencies.

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