P We 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. /p p As 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. /p pb Key Responsibilities /b /pp1. Market Transformation (Pre Go-Live) /pulli Support the introduction of the support structure blueprint /lili Define support roles, responsibilities, and organizational setup /lili Enable all support stakeholders to be fully prepared for Go-Live /lili Provide project governance to ensure sustainable and scalable support structures /li /ulp2. Hypercare Phase /pulli Coordinate Hypercare activities before and after Go-Live /lili Ensure readiness of situation room participants /lili Define and implement the Hypercare collaboration model /lili Drive communication, transparency, and alignment across all stakeholders /li /ulp3. Post Go-Live Stabilization /pulli Identify, enable, and manage support Single Points of Contact (SPOCs) and teams /lili Act as the main point of contact for markets on all support-related matters during the initial phase /lili Ensure a smooth and efficient transition to steady-state support operations /lili Foster strong communication to ensure market needs are understood and addressed /lili Drive end-to-end management of ticket escalations to ensure timely resolution, minimize business impact, and enhance end-user satisfaction /lili Manage escalations proactively by engaging stakeholders, prioritizing based on urgency, and ensuring appropriate resolution focus /lili Analyze issues, define optimal routing, and identify process improvement opportunities /lili Design and implement a sustainable escalation process and supporting tools /li /ulp4. General: /pulli Act 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 /lili Communicate regularly with cross-functional stakeholders, providing clear status updates and presenting progress in recurring meetings /lili Operate within a SAFe (Scaled Agile Framework) environment and contribute to continuous improvement by defining objectives, features, and tasks within sprint cycles /lili Collaborate closely with cross-functional teams in a dynamic and fast-paced setting /li /ul pb Key Skills Competencies /b /pulli Team player, strong collaboration mindset and ability to foster team spirit across diverse teams /lili Strong communication and presentation skills, with the ability to convey complex topics clearly to diverse audiences /lili Ability to facilitate and moderate meetings effectively, ensuring productive discussions, clear outcomes, and stakeholder alignment /lili Strategic thinking combined with solid project management capabilities /lili Proactive problem-solving approach with a focus on delivering solutions /lili High resilience and adaptability in demanding and fast-changing environments /li /ul pb Qualifications /b /pulli Bachelor’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 /lili Proven ability to work effectively in environments with complex processes, with a strong focus on simplifying, structuring, and improving them /lili Proficiency in project management tools and agile methodologies /lili Excellent communication skills, with the ability to translate complex concepts for non-technical stakeholders /lili Strong analytical and problem-solving skills with attention to detail /lili Ability to thrive in a collaborative, fast-paced environment /lili Flexibility to adapt to evolving priorities and technologies /lili Certifications such as PMP, Scrum, or SAFe are a plus /lili Experience with tools such as JIRA and Confluenceç /li /ul pb Within 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