Senior Manager, Global Customer Solutions Centre
On-site · Hamburg, Hamburg, Germany or Paris, Île-de-France, France
Job Summary
Senior Manager, Global Customer Solutions Centre responsible for end-to-end customer service operations across Germany, Switzerland, Austria & France; lead a multi-site, high-performing team; establish and maintain relationships with commercial partners and key accounts; standardize processes, reduce manual touchpoints, and drive operational excellence; ensure governance, risk controls, and regulatory compliance; recruit, coach, and retain front-line leaders; manage transformation initiatives (digital CX, automation, AI) and lead cross-site projects (technology rollouts, process redesign); adapt global standards to local markets while delivering consistent customer experiences across products and channels; travel up to 30% may be required.
Required Qualifications
- Minimum Bachelor's degree
- 8-10 years of relevant professional experience
- Minimum 2 years of people management experience
- Experience managing distributed or remote teams preferred
- Strong operational leadership in customer service or contact centers
- Lean / continuous improvement experience
- Ability to implement digital solutions and AI in customer service
- Excellent communication and partner leadership skills
- Comfort with metrics, reporting, and data analysis tools (MS Excel, PowerPoint)
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