Manager Product & Platform Support (m/w/d)

We love it when our customers are happy with our products and services. Therefore, we are driven to help in case our customers are experiencing issues.

• We offer fast, reliable solutions for our customers’ incidents and ensure that underlying root causes are resolved with the customer in focus, commercial awareness and definition of done in our minds
• Be the Incident Manager for product related issues
• Enable and facilitate fast solutions to root causes by bringing the required teams together
• Ensure necessary product improvements for our customers within our infrastructure, processes and strategies
• Ensure communication, transparency, end-to-end service accountability and escalation management
• Ensure implementation and achievement of KPIs
• Coordinate troubleshooting at 2nd and 3rd level
• Efficiently implement defined fault processes
• Continuous alignment with all other IT Teams as well as market teams

• Commercial awareness and customer focus
• Degree in business administration, IT or comparable qualification
• Several years of experience in complex product environments, preferably in financial services
• Understanding needs of the A+ customer segments
• Experience in managing interdepartmental international task forces
• Affinity to IT related processes and understanding of MasterPlan structures is a plus
• Soft, respectful and motivating in tone but persistent in getting results
• Team Player
• Good analytical skills, quick perception and goal orientation
• Assertiveness, decision-making ability, as well as strong communication and motivation skills
• Experience with ITIL, Agile methodology (e.g. Scrum, SAFe etc.) and ServiceNow is a plus
• Good German and English language skills

We believe that businesses should be able to focus on what matters to them. Payment can be a hassle and a distraction – we’ve been making it smart and simple for over 30 years, and help 53,000 companies around the world save time and money with solutions smart enough to stand the test of time and deliver real, sustainable value – every day.

Simple only works if it’s smart, and that goes for worklife too. At AirPlus, we do it right to let you shine.

We think about your future…
because staying curious and making bold moves in your area of expertise takes someone
having your back.

We feel dynamic…
because our international flair, experienced leadership, and commitment to adaptability let us
go the extra mile for our customers and each other.

We act in collaboration…
because engaged teams and trustful, human relationships mean doing whatever it takes to make it happen as a team.

Visit us at airplus.com to learn more about a future in corporate payment.