Process Manager Transactions (d/f/m)

Kleinanzeigen is the leading online classifieds market in Germany.Users buy and sell on Germany's No. 1 for classifieds mainly second-hand. In this way they make an active contribution to more sustainability. On average, more than 55 million ads are available in numerous categories - from children's supplies to electronics and real estate. Kleinanzeigen also offers small and medium-sized businesses the opportunity to present their services online. Around 35 million users per month make Kleinanzeigen one of the most widely used websites in Germany. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.

The Job:

As our Process Manager Transactions, you will own and continuously improve the end-to-end Customer Service processes behind payments, shipping, buyer and seller protection, disputes, and refunds. You will combine process design, operational performance, partner management, and AI-powered automation to make customer contacts faster, more consistent, and more efficient. Working across Customer Service, Product, Risk, Quality, and external partners, you will turn complex requirements and customer insights into scalable solutions. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Head of Customer Service Operations & Automation.

Responsibilities

What You’ll Do:

• Own and continuously improve the end-to-end Customer Service process landscape for transaction-related services, including payments, shipping, buyer and seller protection, disputes, and refunds.
• Design scalable, automation-ready processes, including standards, decision logic, exception handling, and service levels, and identify opportunities to improve them through automation and AI.
• Use operational data and customer insights to identify root causes and prioritize improvements across contact drivers, handling and resolution times, repeat contacts, disputes, refunds, and cost per resolved case.
• Ensure operational readiness for product launches, policy changes, and new service capabilities, translating business and product requirements into processes that work effectively for our internal and outsourced Customer Service teams.
• Manage operational performance with external service, payment, and logistics partners, resolving issues, agreeing corrective actions, and continuously improving service quality and efficiency.
• Partner closely with Product, Risk, Quality, Service Delivery, Technology, and other stakeholders to implement improvements from initial design and business case through launch and post-launch optimization.

Requirements

Who You Are:

• You have 3+ years of experience owning and improving end-to-end operational or Customer Service processes, ideally within a marketplace, e-commerce, payments, logistics, or similarly complex service environment.
• You bring hands-on experience managing external partners or vendors and improving operational performance through data analysis, root cause identification, and corrective actions.
• You are confident in process design and continuous improvement methodologies and can translate business requirements into clear, scalable processes. Experience with Lean, Six Sigma, process mapping, or similar approaches is a plus.
• You are comfortable working with operational KPIs, business cases, and cost-to-serve metrics and understand how automation and AI can improve Customer Service processes. Experience with service management platforms, BI tools, or data analysis is an advantage.
• You are a structured problem solver and strong communicator who takes end-to-end ownership, works effectively across functions and external partners, and communicates fluently in German and English.

Benefits

At Kleinanzeigen, we care about our people - their wellbeing, growth, and life beyond work. Our benefits are designed to support you holistically, giving you flexibility and opportunities to thrive.

Flexibility

• Flexible working time (hybrid)

• 20 days “work from anywhere”

• Paid additional parental leave for both parents

• Extra paid days off for special occasions (e.g. your wedding or a move)

Wellbeing & Support

• Confidential support & coaching for you and your loved ones

• Annual company sports events

• Pension and life insurance

Growth & Development

• Personal development budget

• Learning opportunities to grow your skills and career

Perks &Everyday benefits

• Corporate benefits and exclusive discounts

• An attractive referral program

• Transportation allowance

• Free shipping on Kleinanzeigen Direktkauf

Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability.

If this role sparks your interest but you’re not sure you meet every single requirement, we’d still love to hear from you anyway.