Senior Manager, Global Customer Solutions Emerging Markets
On-site · Istanbul, Istanbul, Turkey or Warsaw, Mazovia, Poland
Job Summary
Operationally focused, regionally experienced people-first leader to own a high-performing regional Customer Solutions organization across CEE, Turkey, RCIS & MEA. Own day-to-day service delivery, drive continuous improvement and process excellence, and lead a multi-tiered team to deliver consistent, high-quality customer experiences across products and channels. Balance hands-on and strategic work; adapt global standards to local realities; build strong cross-border teams; ensure governance, risk controls, and regulatory compliance; recruit and develop front-line leaders; sponsor transformation initiatives (digital CX, automation, AI) and lead project management for local and cross-site initiatives.
Required Qualifications
- Minimum Bachelor's degree; Advanced degree preferred
- 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 with a track record of meeting service, quality and cost targets in complex contact centers or customer operations
- Demonstrated experience in continuous improvement/Lean methodologies and driving process improvements
- Experience in identifying digital solutions and implementing AI into customer service
- Excellent communication and partner leadership skills; comfortable interacting with commercial leaders and cross-functional partners
- Solid analytical skills and comfort with metrics, reporting and basic data analysis tools (MS Excel, PowerPoint)
- Preferred: Experience in customer service operations or supply chain in a multi-country environment; familiarity with contact center platforms, CRM systems and EDI/API customer channels
- Background in MedTech, healthcare, or life sciences
- Language requirements: proficient English; local language knowledge added value
- Up to 30% travel may be required
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