PWe are seeking a Market Support Operations Lead. This role offers the opportunity to develop in an international environment, contribute to high‑impact projects across Europe, and collaborate closely with multidisciplinary teams. /ppbr/ppAs part of the Market Support and Operations team, you will play a key role in enabling and supporting our Retail of the Future markets across different transformation phases. You will ensure smooth transitions, effective support structures, and high-quality operations from project preparation through stabilization. /ppbr/ppbKey Responsibilities /b /pp1. Market Transformation (Pre Go-Live) /pulliSupport the introduction of the support structure blueprint /liliDefine support roles, responsibilities, and organizational setup /liliEnable all support stakeholders to be fully prepared for Go-Live /liliProvide project governance to ensure sustainable and scalable support structures /li /ulp2. Hypercare Phase /pulliCoordinate Hypercare activities before and after Go-Live /liliEnsure readiness of situation room participants /liliDefine and implement the Hypercare collaboration model /liliDrive communication, transparency, and alignment across all stakeholders /li /ulp3. Post Go-Live Stabilization /pulliIdentify, enable, and manage support Single Points of Contact (SPOCs) and teams /liliAct as the main point of contact for markets on all support-related matters during the initial phase /liliEnsure a smooth and efficient transition to steady-state support operations /liliFoster strong communication to ensure market needs are understood and addressed /liliDrive end-to-end management of ticket escalations to ensure timely resolution, minimize business impact, and enhance end-user satisfaction /liliManage escalations proactively by engaging stakeholders, prioritizing based on urgency, and ensuring appropriate resolution focus /liliAnalyze issues, define optimal routing, and identify process improvement opportunities /liliDesign and implement a sustainable escalation process and supporting tools /li /ulp4. General: /pulliAct as the bridge between support and markets, serving as the primary point of contact and “face to the market” while managing a wide range of internal and external stakeholders /liliCommunicate regularly with cross-functional stakeholders, providing clear status updates and presenting progress in recurring meetings /liliOperate within a SAFe (Scaled Agile Framework) environment and contribute to continuous improvement by defining objectives, features, and tasks within sprint cycles /liliCollaborate closely with cross-functional teams in a dynamic and fast-paced setting /li /ulpbr/ppbKey Skills Competencies /b /pulliTeam player, strong collaboration mindset and ability to foster team spirit across diverse teams /liliStrong communication and presentation skills, with the ability to convey complex topics clearly to diverse audiences /liliAbility to facilitate and moderate meetings effectively, ensuring productive discussions, clear outcomes, and stakeholder alignment /liliStrategic thinking combined with solid project management capabilities /liliProactive problem-solving approach with a focus on delivering solutions /liliHigh resilience and adaptability in demanding and fast-changing environments /li /ulpbr/ppbQualifications /b /pulliBachelor’s or Master’s degree in Business Information Systems, Business Administration, IT Management, or a related STEM field /lili3–5 years of experience in operations or customer/user support organizations, and project-driven environments /liliProven ability to work effectively in environments with complex processes, with a strong focus on simplifying, structuring, and improving them /liliProficiency in project management tools and agile methodologies /liliExcellent communication skills, with the ability to translate complex concepts for non-technical stakeholders /liliStrong analytical and problem-solving skills with attention to detail /liliAbility to thrive in a collaborative, fast-paced environment /liliFlexibility to adapt to evolving priorities and technologies /liliCertifications such as PMP, Scrum, or SAFe are a plus /liliExperience with tools such as JIRA and Confluenceç /li /ulpbr/ppbWithin our benefits as employee, we provide: /b /pulli-Competitive salary + variable compensation /lili-60% Mobile work /lili-Flexible entering hours /lili-30 working days of holidays /lili-Annual Training Plan /lili-Mercedes-Benz benefits (Renting plans, employee discount) /li /ul