Vendor Operations Manager – Customer Service Center (m/f/d)

#### Your Mission

* Take ownership of vendor operations: Manage and steer our external service providers end-to-end — including daily coordination, volume distribution, and performance tracking.
* Plan and forecast contact volumes: Ensure our partners are resourced correctly by creating and maintaining accurate volume forecasts.
* Drive performance with data: Create reports and dashboards using Salesforce and Tableau to track KPIs, analyze trends, and uncover improvement opportunities.
* Own our CRM tooling: Adapt and manage Salesforce for CSC needs, working closely with internal teams to ensure smooth processes and reporting.
* Control quality and compliance: Monitor adherence to SLAs and agreed processes, conduct invoice checks, and escalate issues when needed.
* Support cost efficiency: Collaborate on internal cost calculations and contribute to cost optimization and OKR achievement.
* Contribute to transformation projects: Be part of our AI implementation initiative aimed at reducing costs and improving efficiency.
* Coordinate brief mailings: Manage outbound communications through our external provider.

#### That’s What You Bring Along

* Experience in vendor operations or contact center/vendor management in a customer service environment
* Strong hands-on knowledge of Salesforce (including dashboards and reporting); Salesforce Admin skills are a plus
* Confident in Tableau and SQL (you can build smart reports and dig into the data)
* Understanding of key customer service KPIs and performance levers
* Structured, independent, and reliable work style with a sharp eye for detail
* Great communication skills — fluent in both German and English

#### That’s How Working With Us Will Be

We’re more than just a workplace – we’re a vibrant community of innovators, collaborators, and visionaries who love what we do and reward those who work with us. Here, your career isn’t just a job. It’s an opportunity to thrive, learn, and make a difference. Take a look at these great personalised benefits of working at Ratepay. On a monthly basis, you can choose between mobility, fitness, food, training and much more.

* Flexible working hours
* Work remotely (EU for up to 4 weeks a year)
* 28 vacation days per annum
* Financial security including Pension plan
* Medical extras (Eye examination etc.)
* Monthly lunches
* Learning and development (Access to various self-development platforms such as language learning and skills enhancement
* Health & wellbeing
* Gym memberships and fitness
* Ratepaw community: Our office has a floor which is dog-friendly. So, bring your pawsome pet to work when needed

#### Equal Opportunities & Diversity

We value our diversity and welcome everyone to our team. Regardless of ethnic and social background, religious beliefs, worldview, gender, sexual orientation, physical and mental limitations, age, marital status, educational background and nationality. With over 200 employees and 40 different nationalities, we take our values seriously. These include ownership, growth, integrity, collaboration, customer centricity and inclusion.

#### About us

We dare to design the future of payments. Ratepay is energy and diversity and: custom-made state-of-the-art payment solutions. Established in 2009 we were a fintech before the word fintech even existed. Today we are the number one white-label Buy Now Pay Later payments provider in Europe handling over 2.5M transactions per month and we’re constantly growing.

We are where we are because we work together as one team. Because we got the freedom to execute ideas. And above everything: because we never stop improving. Here it is all about shared goals not about the big ego. We are dedicated pros (more than 250 of them) not cons. We embrace being courageous, committed and decisive, warm-hearted and having a will to win.

We have our origin in the heart of the payment scene and cover the whole value chain from integration support to the dunning process with a core of AI-based risk management. With us, you can integrate direct debit, instalments and prepayment. In other words: the favourite payment methods in Germany, Austria and Switzerland (the Dutch like it too). Located in the middle of Europe’s fintech metropolis (Berlin) we are proud to work with major partners such as Eurowings, Ebay and About You and hundreds more.

Tagged as: Collaboration, Communication Skills, manager, SQL

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