Senior Manager, Global Customer Solutions Centre
On-site · Hamburg, Hamburg, Germany or Zug, Zug, Switzerland
Job Summary
Senior Manager leading the Global Customer Solutions Centre across multiple European markets. Owns end-to-end customer service operations including order management, returns, critical issues, and SLA performance for Germany, Switzerland, Austria, and France; builds and sustains relationships with key commercial partners and strategic accounts; drives operational excellence by standardizing processes, reducing manual touchpoints, and improving interaction and transaction efficiency; ensures governance, risk controls, regulatory compliance (SOX where relevant), and business continuity; leads people management for the Customer Solutions team, including recruitment, coaching, performance conversations, development, retention, and succession; sponsors transformation and continuous improvement initiatives (digital CX, automation, process harmonization, AI solutions) and adapts global tools to local market requirements; leads local and cross-site projects (technology rollouts, supply chain initiatives, process redesign) applying Lean/PE methods to solve operational problems.
Required Qualifications
- Bachelor's degree minimum
- 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 operations or supply chain
- Continuous improvement/Lean methodologies
- Experience identifying and implementing digital solutions and AI in customer service
- Excellent communication and partner leadership skills
- Analytical skills with metrics, reporting, and data tools (MS Excel, PowerPoint)
Desired Qualifications
- Bachelor's degree (required)
- 8-10+ years of relevant professional experience
- Minimum 2 years of people management experience
- Experience leading distributed or multi-country teams
- Strong operational leadership in customer service or supply chain/solutions environments
- Experience with continuous improvement/Lean methodologies
- Familiarity with digital transformation, CX, AI solutions
- Excellent communication and partner leadership skills
- Analytical skills and proficiency with metrics and data analysis tools (MS Excel, PowerPoint)
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