At Zalando, I led Partner Operations and owned KPI governance and the QA framework, keeping SLA above 99% against a 95% target and lifting partner satisfaction by 14 percentage points year over year. I also led a 20–25-person organisation through team leads and operational specialists.
I built an automate-versus-human-value roadmap combining AI-assisted drafting, knowledge retrieval and CRM-integrated sentiment analysis. It cut negative sentiment in the most critical process by about 30%, while I partnered with Product and Engineering to embed operational and quality requirements into tooling roadmaps.
As Head of Tech Operations at Zalando, I unified five support and integration teams across three units into one department through a 100-day transition plan. Standardized workflows cut technical ticket volume by 50%, with no service disruption through three organisational transitions.
At Booking.com, I led a 300+ FTE, multi-market customer service operation and owned its Learning & Quality function. I used coaching and calibration routines to translate central KPI targets into consistent frontline execution across markets.
