Vendor Operations Manager – Customer Service Center (m/f/d)

Ratepay • Berlin

Full-time

Berlin

from today

Your Mission

Shape the future of customer service operations with us!

We’re looking for a driven and detail-oriented Vendor Operations Manager (m/f/d) to take full responsibility for managing our external service providers. From volume planning and daily steering to CRM management and performance tracking, you’ll be a key player in delivering smooth, scalable customer support — and helping us optimize for tomorrow.

Take ownership of vendor operations: Manage and steer our external service providers end-to-end — including daily coordination, volume distribution, and performance tracking.
Plan and forecast contact volumes: Ensure our partners are resourced correctly by creating and maintaining accurate volume forecasts.
Drive performance with data: Create reports and dashboards using Salesforce and Tableau to track KPIs, analyze trends, and uncover improvement opportunities.
Own our CRM tooling: Adapt and manage Salesforce for CSC needs, working closely with internal teams to ensure smooth processes and reporting.
Control quality and compliance: Monitor adherence to SLAs and agreed processes, conduct invoice checks, and escalate issues when needed.
Support cost efficiency: Collaborate on internal cost calculations and contribute to cost optimization and OKR achievement.
Contribute to transformation projects: Be part of our AI implementation initiative aimed at reducing costs and improving efficiency.
Coordinate brief mailings: Manage outbound communications through our external provider.

Your Profile

Experience in vendor operations or contact center/vendor management in a customer service environment
Strong hands-on knowledge of Salesforce (including dashboards and reporting); Salesforce Admin skills are a plus
Confident in Tableau and SQL (you can build smart reports and dig into the data)
Understanding of key customer service KPIs and performance levers
Structured, independent, and reliable work style with a sharp eye for detail
Great communication skills — fluent in both German and English

Equal Opportunities & Diversity

We value our diversity and welcome everyone to our team. Regardless of ethnic and social background, religious beliefs, worldview, gender, sexual orientation, physical and mental limitations, age, marital status, educational background and nationality. With over 200 employees and 40 different nationalities, we take our values seriously. These include ownership, growth, integrity, collaboration, customer centricity and inclusion.

The sweet spot! Let’s talk perks.

We're more than just a workplace – we're a vibrant community of innovators, collaborators, and visionaries who love what we do and reward those who work with us. Here, your career isn't just a job. It's an opportunity to thrive, learn, and make a difference. Take a look at these great personalised benefits of working at Ratepay On a monthly basis, you can choose between mobility, fitness, food, training and much more.

Flexible working hours

Work remotely (EU for up to 4 weeks a year)

28 vacation days per annum

Financial security including Pension plan

Medical extras (Eye examination etc.)

Monthly lunches as well as Beets & Roots discounts

Learning and development (Access to various self-development platforms such as language learning and skills enhancement.

Community connect. We take certain days off to give back to the community as a unit. (Animal shelters, homeless aids, and various charities)

Health & wellbeing

Gym memberships and fitness

Ratepaw community: Our office has a floor which is dog-friendly. So, bring your pawsome pet to work when needed.

Our Recruitment Process

Step 1: Intro Call with a Senior Talent Partner

The first call with our recruiter is meant to be an introduction to ratepay, our culture and recruitment process.

We want to get to know you better, understand who you are beyond your CV and find out what excites you.

Step 2: Meet your future Manager

This step is designed to get to know your future manager and the role better.

During this conversation we will dive deeper into your experience and share more about the team you would work with and share expectations from both sides.

Step 3: Team interview & skill assessment

This step looks slightly different in different business areas but is to assess technical and culture add.

It usually consists of a role-specific case study or technical assessment as well as assessing values alignment with some senior members of the team you would be joining.

Step 4: Coffee chat (optional)

This step doesn't occur in every process, it depends on the role.

The coffee chat would generally take place with either a senior stakeholder from the business area you are joining such as a C-level leader or Head of department, or in some cases with a Senior HRBP.

Ready to shape the future of digital payments? Join our team

Apply now!

Want to learn more about other opportunities at ratepay? Explore our other departments:

Commercial Data & Analytics Finance & Controlling Legal, Compliance, IT Security Marketing & Communications People & Organisation Product Risk Management Strategy & Special Projects Tech Working students, Interns Initiative application