Head of Customer Activation (m/w/d)

OXG Glasfaser

1d•Remote

About The Position

As Head of Customer Activation, you will be responsible for managing all activities that ensure customers are optimally connected after the completion of NE3 and that the subsequent NE4 is successfully transitioned into the connection process. You will develop the customer activation strategy along the entire activation process and ensure that operational, (IT) technical, and procedural dependencies are identified early and managed effectively. You will work closely with adjacent areas such as Construction & Deployment, Vendor Management, Customer Service, Product, and Operations to ensure a smooth end-to-end delivery. You will be responsible for the operational management of service providers and partners in the activation environment, ensuring that time, quality, and customer experience remain in balance. You will define KPIs, reporting, (IT) requirements, and processes, as well as control logic for the activation process, and derive continuous improvement measures from them. You will analyze bottlenecks, escalations, and process interruptions, and jointly develop sustainable solutions with the teams for scaling activation. You will translate market, customer, and process requirements into clear operational specifications, thereby contributing to the continuous improvement of the connection rate and time-to-activation.

Requirements

Explicit experience in managing complex end-to-end processes in the fiber optic industry.
Many years of leadership experience in the FTTH environment.
Strong communication skills, assertiveness, and the ability to align teams and stakeholders towards common goals.
Sound experience in collaborating with technical, operational, and external stakeholders.
Experience in managing multi-level service provider and partner landscapes.
Analytical, structured, and entrepreneurial thinking.
Enjoyment in not only steering processes but also measurably improving them.
Proficiency in KPI management, reporting, and data-based decision-making.
Willingness to work in a dynamic, growth-oriented environment.
High degree of personal responsibility and implementation strength.
Entrepreneurial thinking, structured work, and pragmatic solutions in dynamic situations.

Responsibilities

Steering all activities to ensure customers are optimally connected after NE3 and successfully transitioned to NE4.
Developing the Customer Activation strategy along the entire activation process.
Ensuring early identification and effective management of operational, (IT) technical, and procedural dependencies.
Collaborating with Construction & Deployment, Vendor Management, Customer Service, Product, and Operations for smooth end-to-end delivery.
Managing service providers and partners in the activation environment to balance time, quality, and customer experience.
Defining KPIs, reporting, (IT) requirements, processes, and control logic for the activation process.
Deriving continuous improvement measures from process analysis.
Analyzing bottlenecks, escalations, and process interruptions and developing solutions for scaling activation.
Translating market, customer, and process requirements into operational specifications to improve connection rates and time-to-activation.

Benefits

Flat hierarchies with room for ideas and constructive feedback.
Reimbursement of costs for a high-performance internet connection up to €50 net per month.
Digital meal allowance of up to €115 net per month.
Flexible working hours.
Option to work from home anywhere in Germany at any time.
Option to work from abroad for up to 25 days per year.
Monthly discount of €40 on mobile or landline bills through Vodafone.
30 days of vacation per year, plus Christmas Eve and New Year's Eve.
Up to 10 additional days of unpaid leave with Xtra-Plus.
Subsidy for bike leasing via EURORAD.
Support for membership in Urban Sports Club.
Cooperation with awo lifebalance.
5% additional to your annual base salary for retirement provision.
3 months of continued pay in case of illness.
Coverage in case of disability and death.