Hybrid Manager (m/f/d) Customer Experience - Booking Process Owner - limited until 31.12.2026 bei Hapag-Lloyd AG
Hapag-Lloyd AG · Hamburg, Deutschland · Hybrid
- Senior
- Optionales Büro in Hamburg
Hapag-Lloyd is undergoing a global transformation - and you can be at the heart of it. As we reimagine how we deliver customer service, we’re looking for a Manager (m/f/d) Customer Experience - Booking Process Owner to help drive smarter, faster, and more reliable ways of working across our global Booking operations.
In this temporary role (until December 2026), you’ll work closely with Product Owners, sub-Product Owners, regional leaders, and global stakeholders to optimize service delivery processes, scale improvements, and contribute to meaningful change in one of the world’s leading shipping companies.
Responsibilities
- Act as the process excellence lead for the Booking product, supporting Product and Sub-Product Owners in assessing, mapping, and improving service delivery workflows
- Champion a culture of continuous improvement, leveraging Lean Six Sigma, Process Mining, and data-driven insights
- Collaborate across Headquarters, Regions, and Areas to ensure global alignment and adoption of best practices
- Build strong partnerships with cross-functional teams - especially with Product, IT, and Customer Service - to co-create scalable solutions
- Translate complex information into clear, engaging PowerPoint presentations and reports for both leadership and operational audiences
- Drive initiatives focused on standardization, automation, and centralization
- Define and monitor governance frameworks, ensuring improvements are implemented, tracked, and sustained
- Inspire teams to think differently, solve problems creatively, and deliver a world-class customer experience
Qualifications
- University degree in Business Administration, Economics, Logistics, or a related field
- Minimum 5 years of experience in Process Excellence, Business Process Management, or Operational Optimization
- Hands-on expertise in Lean Six Sigma, Process Mining, or similar methodologies
- Strong stakeholder management capabilities with experience working in global, cross-functional environments
- Excellent presentation and communication skills, with confidence in using PowerPoint for executive-level messaging
- Analytical thinker with a data-driven, structured, and proactive working style
- Fluency in English (spoken & written); German is a plus
- Experience in shipping, logistics, or customer service operations is a plus
About Company
We offer:
- The opportunity to introduce solutions that you are individually convinced of, and to constantly take on fresh challenges with a distinguished level of responsibility
- Excellent career development opportunities, supported by a spacious range of training and development courses
- Competitive remuneration (13 salaries + vacation pay) and various additional benefits, as well as a permanent employment contract with a financially healthy company
- A minimum of 28 days of vacation, flextime, capital-forming benefits, company pension plan
- Company restaurant with everyday fluctuating, great-quality dishes to choose from as well as coffee bar
- Centrally located between the main train station and Jungfernstieg as well as subsidized public transportation
- Blended work model: 3 days a week at our headquarters in the heart of Hamburg and 2 days a week of mobile work
- Health and company sports programs (e.g. yoga, sailing, company doctor, etc.) as well as bicycle leasing
- Please use our online tool for applying with us.
- We ask staffing consultants and recruiting firms to refrain from sending us unsolicited profiles and CVs of potential candidates for this or other positions advertised on our website.
Company
With a fleet of 308 modern container ships and a Vessel Capacity of 2.4 million TEU, as well as a Container Capacity of 3.7 million TEU including one of the world’s largest and most modern reefer container fleets, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 17,100 employees and more than 400 offices in 140 countries. Hapag-Lloyd has a transport volume of 12.5 million TEU per year. A total of 135 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 21 terminals in Europe, Latin America, the United States, India, and North Africa. The employees assigned to the Terminal & Infrastructure segment deal with terminal-related activities and provide complementary logistics services at selected locations.
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