(Senior) Specialist - Customer Service Enablement (Maternity Cover - FTC until May 2027) - #53119

Locations: Zurich, Berlin

Customer Service

In short

You will be a key player in enabling the customer service (“Happiness Delivery”, HD) function to deliver premium service experiences at scale by supporting the development, project oversight, and continuous optimization of our system landscape. You will be responsible for managing project lifecycles and translating complex business needs into scalable, intuitive, and intelligent tools and systems — driving innovation, efficiency, and agent empowerment across the customer journey. As a (Senior) Specialist, you will work within the Happiness Delivery Transformation & Enablement team, while also collaborating closely with other HD, Digital, and Technology teams to manage and deliver cross-functional projects.

Your Mission

• Project Execution & Delivery: Assist in leading cross-functional initiatives and projects that improve the agent experience. You will help manage projects from initial scoping and business requirements engineering through planning, timeline tracking, risk mitigation, and go-live.
• System and Tooling Support & Lifecycle Management: Provide project and operational support for core HD tools, such as Salesforce, Talkdesk, and Medallia. This includes participating in technical design reviews, coordinating and assisting with User Acceptance Testing (UAT), and managing release schedules to ensure new features are successfully deployed to production.
• Feedback & Process Improvement: Work with the System Performance team and other internal HD teams to establish and maintain structured mechanisms for collecting, analyzing, and acting on operational feedback—turning user pain points into actionable project backlogs.
• Global Consistency & Scalability: Help develop and apply standardized project frameworks, governance, and guidelines to ensure tool consistency, automation, and best-practice adoption across different global regions.
• Stakeholder Collaboration & Change Management: Collaborate closely with Technology, Digital, and other cross-functional partners on technical projects. You will act as a bridge between technical teams and business stakeholders, building strong relationships with frontline teams to drive adoption and change management.

Your story

• Senior Specialist: > 2 years of experience in project management, customer service operations, digital tooling, service design, or product operations.
• Specialist: First experience in project coordination, customer service operations, digital tooling, service design, or product operations.
• Methodology & Systems: Familiarity with project management methodologies and tools (Agile/Jira preferred) and experience with CRM systems (Salesforce preferred), contact center tools (e.g., Talkdesk), and customer feedback platforms (e.g., Medallia).
• Stakeholder Navigation: Strong communication and collaboration skills, with the demonstrated ability to navigate and facilitate alignment between business, tech, and frontline teams.
• User-Centric Mindset: A user-obsessed mindset that balances empathy for agents and customers with highly structured, analytical thinking.
• Scale: Experience working within a global, fast-scaling and global environment is a plus.
• Innovation: Experience with AI, automation, digital transformation, or knowledge base integration projects is a strong plus.
• Languages: Fluent in English; any other languages are a plus.

About the Team

Happiness Delivery Transformation & Enablement is the team bridging the gap between business strategy and technical execution to drive operational excellence and to provide the backbone for a premium customer service experience. The team works closely with internal HD teams located across the globe, as well as Technology and Digital. We’re an agile team that values curiosity, structured delivery, and commitment to excellence. You are the one who will help manage and architect the projects and systems behind a world-class service experience.

Zürich

Just by the banks of the Limmat you’ll find our largest global hub in Zürich West – On Labs – where you can hike up 12 floors through our custom-built spiral trail.

Förrlibuckstrasse 190,
8005
Switzerland

Location

Berlin

In a former 19th Century postal building by Berlin’s river Spree, you’ll find our future-focused, creative hub.

Köpenicker Str. 122,
10179
Germany

Location

Rikiya

Happiness Delivery System Specialist, Yokohama

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’

What we offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

Build the better you

What to expect

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.

• Step One

  It starts with you...

  You'll start by submitting your application to a specific role. We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. If you're a good fit to the role, a recruiter will follow up with you directly. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.

• Step Two

  Interview with a recruiter

  What ignites your spirit? This is where we’ll start getting to know all about you and what makes you tick – and it’s your first chance to get a feel for our culture. Chatting with a member of our talent team, you’ll learn more about On and how we work. We’ll learn about what motivates you and what you could bring to the team.

• Step Three

  Interview with a hiring manager

  Ready to dig into the details? This second interview will be held with your future manager and will focus on the specifics of the job. Together you’ll delve into your unique skills and experiences and how they could be relevant at On. It's also a time to assess how you might feel working side-by-side. Bring any questions you have about the job, the team or anything else you might like to know – this is an open forum.

• Step Four

  The Case Study

  What's your style? This task will help us understand how you think, face a challenge and give insight into your novel ideas. Designed to give everyone their best shot, your case study is based on something you might typically experience on the job. This is your chance to show us what you’ve got. So express yourself. Be you.

• Step Five

  The Experience Day

  Your first taste of the Oniverse. This is a time to meet some of the people you'll be working closest with. In person or virtually, you'll get a feel for the day-to-day at On and the people who make it happen. You'll chat with a few potential teammates - the conversations will be as equally driven by the role and your experience as by our values. We believe how you do things is just as important as what you do.

• Step Six

  The Result

  Are we a good fit? We’ll get together internally to share our feedback and decide if we’re a match. We know that job searching is a big time investment, so it’s not a decision we take lightly. It’s also time for you to reflect on the experience – are we the right place for you? No matter the outcome, we’ll give you meaningful feedback.