About
Chrono24 is the world’s leading online marketplace for luxury watches, connecting buyers and sellers across 100+ countries. Trust and service quality are at the core of our brand and Operations plays a key role in delivering a premium, consistent customer experience at scale.
To strengthen our quality standards across all customer-facing operations (internal teams and BPO partners), we are hiring an Operations Quality Manager. In this role, you will design and run our quality management system, establish measurable standards, and drive continuous improvement across Customer Care and Support. You report directly to the Director of Operations and work closely with Customer Care leadership, Training & Knowledge, Partner Management, Product & Tech, and Data/BI.
Note: This position offers flexibility to be based remotely from anywhere within Germany but will require some travel to our headquarter location in Karlsruhe (ca. 6–10x per year, covered by Chrono24).
What sets you apart
- 3+ years of experience in Quality Management, Customer Operations, Customer Support Excellence, or a comparable role (experience in e-commerce/marketplace and/or BPO environments is a plus).
- Proven ability to build and run a structured QA program (rubrics, sampling, calibration, coaching loops) across multiple teams and channels.
- Strong analytical mindset: you can translate operational and quality data into root-cause insights and measurable improvements.
- Strong communication skills: you can define quality standards that work globally and align stakeholders with clarity and pragmatism.
- Experience collaborating cross-functionally with Training/Knowledge, Product/Tech, and Partner Management to implement process and tooling improvements.
- Proficient in Microsoft Office (especially Excel and PowerPoint); experience with BI/reporting tools (e.g., Qlik/Tableau/Looker) and ticketing systems (e.g., Zendesk) is a strong plus.
- Very good command of the English language.
If you’re excited to improve customer experience through measurable quality and scalable operational excellence, we’d love to hear from you.
About us
JOIN US NOW!
We stand for a dynamic company culture with flat hierarchies and strong team spirit. We are growing fast—and love pushing beyond our limits. By actively shaping our future, we create an inspiring and attractive work environment.
Do you want to be part of it? Then apply now and become a valuable member of our team in a company that keeps growing—with you!
