Business Process Owner (BPO) Customer Service (m/f/d)Nussbaumen

The Business Process Owner (BPO) plays a key role in strategic ERP and CRM transformation projects and bears end-to-end responsibility for defined business processes and their continuous further development. The goal is the successful introduction and sustainable optimization of standardized, digital customer service processes throughout the entire international Liebherr Group.
One central success factor of this position is the close, daily cooperation with our operational business units. The BPO works directly with the customer service departments of the business units and the regional service organizations to ensure that the defined processes are not only designed centrally but are also practical and scalable and are firmly anchored in daily business operations in both the regional and central organizations.

Tasks: ##

Process Responsibility

• Comprehensive responsibility, control, documentation, and continuous improvement of the assigned business processes (e.g., customer service, spare parts sales, marketing, master data).
• Ensuring that process design reflects operational circumstances, regulatory requirements, and local service requirements while simultaneously complying with global standards.

Close Cooperation with Operational Areas

• Acting as a trusted partner for the operational units to ensure close coordination between global process design and local implementation.
• Regular exchange with the operational customer service teams to gather feedback, identify weaknesses, and translate operational requirements into scalable process and system improvements.
• Supporting rollout and go-live phases to ensure a smooth introduction and business continuity.

Requirements Management

• Capturing, evaluating, and prioritizing requirements from operational areas and regional organizations.
• Translating business requirements into IT-suitable requirements in close cooperation with Product Owners and implementation partners.
• Balancing global standardization and justified local deviations, as well as feeding back relevant local requirements into global solutions.

Project Contribution

• Active participation in all project phases (pre-study, design, development, rollout, operation).
• Ensuring seamless process integration into the target systems and a stable transition from project mode to operational use.
• Supporting localization measures and deciding whether requirements should be implemented globally or locally.

Qualification: ##

• University degree in Business Administration, (Business) Informatics, Engineering, or a comparable qualification.
• Several years of experience in process management, ideally within the framework of international transformation projects (CRM, ERP, or service-related processes).
• Sound specialist knowledge in the analysis, modeling, and optimization of end-to-end business processes.
• Demonstrable experience in close cooperation with operational business units, IT teams, and external partners.
• Excellent communication and moderation skills as well as strong intercultural competence.
• High level of initiative, assertiveness, and a structured, solution-oriented way of working.
• Very good German and English skills.

Our Offer: ##

Can we inspire you to take on a responsible role in a dynamic and independent family business? We offer you creative freedom, a secure job, as well as progressive and family-friendly working conditions such as flexible working hours and further training opportunities.

Have we piqued your interest? Then we look forward to your online application. If you have any questions, please contact Regina Abou el Naga.

Please note that applications via email cannot be considered.

One Passion. Many Opportunities.