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Originele vacaturetekst

Engineering Manager (Machine Learning) - Customer Care Technology (w/m/d)

Reporting to the Head of Engineering, you will lead a team of exceptional software engineers and scientists to predict and reduce Customer Care contacts. You will empower your team to drive business-unit wide research efforts, define and optimise algorithmic models, and build solutions that have a positive impact on customer satisfaction. We’re looking for a leader with strong technical experience, and a passion for people leadership in a fast-paced engineering and research driven environment.

You will be a key part of the Engineering team within Customer Care Technology, who are responsible for building and maintaining the software used throughout Zalando’s Customer Care. Our focus is on improving the customer experience through automation, predictions and better service for both our external and internal customers.


  • Recruit, mentor, and lead a high-performing engineering team that can continually ship “algorithmically-optimisable” systems into production
  • Ensure that the technical systems that are developed are “best of breed” in terms of compliance, performance, and delivery
  • Develop and prioritise roadmaps for the team, with a focus on impact and results. You work on the right things, and get them done
  • Collaborate with cross-functional peers and work closely with the product team as a sparring partner
  • Drive and build healthy inclusive teams, promoting diversity


  • Hands-on engineering leader, with strong experience of shipping machine learning products into production and building distributed software systems
  • Business understanding and ability to identify, evaluate and convey the engineering and technology choices and trade-offs to technical and non-technical audiences
  • Ability and motivation to roll-up your sleeves and dive deep to help the team when needed
  • Track record of successfully solving complex and ambiguous problems
  • Ability to speak and write succinctly and clearly
  • Experience building & growing inclusive team environments
  • Bachelor’s degree, with a strong academic record in Computer Science or Engineering (Masters preferred)


  • Culture of trust, empowerment and constructive feedback, open source commitment, meetups, game nights, 70+ internal technical and fun guilds, knowledge sharing through tech talks, internal tech academy and blogs, product demos, parties & events
  • Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, free beverages and fruits, diverse sports and health offerings
  • Extensive onboarding, mentoring and personal development opportunities and an international team of experts
  • Relocation assistance for internationals, PME family service and parent & child rooms* (*available in select locations)

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.

About Customer Care Technology

Customer Care Technology is the foundation upon which Zalando’s Customer Care rests. We have dedicated teams for engineering, product, business development, analytics, system administration and process management. We work closely with the contact centre, and with stakeholders across the business (for example, logistics and payments teams) to ensure we are able to provide the best possible experience for customers when they experience friction on their Zalando journey. Come join one of the happiest teams in Zalando (as measured by our quarterly employee engagement surveys)!

Zalando SE

Zalando is Europe’s leading online platform for fashion and lifestyle, connecting customers, brands and partners across 17 markets. We drive digital solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 35+ million active customers through diverse skill-sets, interests and languages our teams choose to use.

Please note that all the applications must be completed using the online form - we do not accept applications via e-mail.

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