Join the Global Customer Service (‘Happiness Delivery’, HD) Transformation Team as a Lead HD Project Management to support the team in translating strategic concepts into tangible results with measurable impact. In this role, you will lead projects from conceptualisation to implementation, collaborate closely with stakeholders across the organisation, and report back on the impact on operational excellence and customer experience. The ideal team member will set new standards, execute flawlessly, and uphold On’s premium positioning

Your Mission

• Strategic planning: Collaborate closely with the HD leadership to define and deliver strategic priorities that improve operational excellence and customer satisfaction
• Project delivery excellence: Own the end-to-end management of strategic projects with high impact, from initial conceptualisation to flawless execution, including data-driven reporting
• Stakeholder alignment: Grasp underlying problems, anticipate stakeholder interests, and align project outcomes across teams and time zones. Prepare/take decisions in project context
• Organisational transformation: Act as a driver of transformation, ensuring the smooth adoption of new tools, processes, and organisational setups aiming for scalability and operational excellence
• Executive reporting: Prepare high-quality deliverables for (senior) stakeholders; communicate project progress, insights, and recommendations clearly and effectively

Your story

• A highly motivated, collaborative, and entrepreneurially-minded individual eager to challenge the status quo
• Proven track record: 5 years of proven experience in management consulting or internal strategy role. Experience in managing customer service transformation is an advantage
• Analytical skills: Superior analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights
• Growth mindset: A strong affinity for driving change in a fast-paced, diverse, and multinational environment
• Collaborative approach: You're an excellent team player, yet capable of working independently to deliver work with limited guidance
• Proficient communicator: Excellent written and verbal communication skills, including experience with senior management. English is required, and any additional language is a plus

The Global Transformation & Enablement Office is a newly formed team that spearheads the transformation of the Happiness Delivery division. The team is responsible for defining and aligning the HD strategy as well as driving divisional transformation together with other service functions, while also delivering high-quality senior stakeholder reporting

Just by the banks of the Limmat you’ll find our largest global hub in Zürich West – On Labs – where you can hike up 12 floors through our custom-built spiral trail

Happiness Delivery System Specialist, Yokohama

• My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’
• On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose
• On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination
• Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things

Ready to dig into the details?This second interview will be held with your future manager and will focus on the specifics of the job. Together you’ll delve into your unique skills and experiences and how they could be relevant at On. It's also a time to assess how you might feel working side-by-side. Bring any questions you have about the job, the team or anything else you might like to know – this is an open forum

Are we a good fit?We’ll get together internally to share our feedback and decide if we’re a match. We know that job searching is a big time investment, so it’s not a decision we take lightly. It’s also time for you to reflect on the experience – are we the right place for you?No matter the outcome, we’ll give you meaningful feedback

You'll start by submitting your application to a specific role