Partner Operations Manager (all genders) (Berlin, Germany)

Partner Operations Manager (all genders)

Company Overview

BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 27 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset.

Job Summary

We are looking for an Operations Manager who ensures daily operational stability across all support channels and external partners. You will be responsible for the daily operational performance of Customer Service, ensuring queues remain under control, service levels are met, and resolutions delight our customers.

Key Responsibilities

• Operational Steering: Monitor queues across channels (email, chat, phone) and markets, detect risks early, initiate corrective actions, ensure timely backlog reduction, and coordinate daily priorities with BPO counterparts.
• Performance & Service Levels: Safeguard SLAs and response times, follow up on aging cases, drive daily and weekly performance reviews with partners, and track operational KPIs.
• Quality & Customer Experience: Ensure consistent case handling across vendors, support calibration and feedback loops, analyze recurring handling issues, and eliminate experience outliers.
• Collaboration & Communication: Act as main operational contact for partner Operations Managers and WFM teams, align on staffing adjustments, support incident handling, and escalate risks.

Requirements / Qualifications

• 2-4+ years experience in Customer Service Operations, Service Delivery, or BPO environment.
• Experience in e-commerce, retail or marketplace environments is a plus.
• Comfortable steering operations based on real-time performance indicators.
• Structured and data-driven working style.
• Clear communicator with pragmatic decision-making approach.
• Fluent English (German is a plus).
• Familiarity with ticketing tools (e.g. Salesforce, Zendesk).

Location

Berlin, Germany

Employment Type

Full Time

Equal Opportunity Statement

At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.