Senior Manager, Global Customer Solutions North
On-site · Solna, Stockholm, Sweden or Amersfoort, Utrecht, The Netherlands
Job Summary
Operationally focused, regional leader responsible for a high-performing regional Customer Solutions organization across the UK, Belgium, Luxembourg, the Netherlands, and Nordics. Own day-to-day service delivery, drive continuous improvement and process excellence, lead a multi-tiered team to deliver consistent, high-quality customer experiences across products and channels. Balance hands-on leadership with strategic initiatives, adapt global standards to local realities, build cross-border teams, ensure governance and regulatory compliance, recruit and develop front-line leaders, sponsor transformation initiatives (digital CX, automation, AI solutions), lead local and cross-site projects, and apply Lean/continuous improvement methods to solve operational problems. Must communicate effectively with commercial leaders and cross-functional partners, and be capable of blending operational metrics with enterprise 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 in complex contact centers or customer operations.
- Experience with continuous improvement/Lean methodologies and driving process improvements.
- Experience identifying and implementing digital solutions and AI in customer service.
- Excellent communication and partner leadership skills; comfortable with cross-functional engagement.
- Analytical skills and comfort with metrics, reporting, and data tools (MS Excel, PowerPoint).
- Preferred: experience in multi-country, healthcare/MedTech, or supply chain environments.
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