Daliah Podewils

I've built and scaled customer service organizations across omos media, Deutsche Post & DHL, Amazon, HUMANOO, Nextdoor, and Stokke. Over more than ten years, I've led international teams ranging from 10 to 200 people and delivered four service-platform migrations.

At omos media, I owned customer success and service across MetaFlow and Sanamana, implementing Zendesk, building automation and reporting roadmaps, and leading customer communications for a critical incident affecting around 80,000 customers. I also led two TÜV audits through to certification for both brand websites.

At Deutsche Post & DHL and Amazon, I led large B2B, B2C, social media, and technical support teams while maintaining SLAs through major operational change. I've introduced chat and voice bots, managed escalations for key accounts, migrated Amazon's Berlin site between internal support platforms, and developed leaders into new management roles.

Earlier, I built HUMANOO's multi-tier support organization from scratch, supported Nextdoor's international market entry and EU Salesforce migration, and created global aftersales strategy at Stokke. I pair operational discipline across KPIs, SLAs, CSAT, and NPS with a practical focus on AI, automation, and customer experience.