Senior Manager, Global Customer Solutions North
On-site · Solna, Stockholm, Sweden or Amersfoort, Utrecht, The Netherlands
Job Summary
Senior Manager, Global Customer Solutions North leads end-to-end regional customer service operations across multiple European locations, driving transformation, standardizing processes, and ensuring regulatory controls and high-quality customer experiences. Responsibilities include managing a multi-site Customer Solutions team, acting as senior escalation point for the North region, partnering with commercial and supply chain teams, driving continuous improvement (Lean, AI/automation, digital CX), overseeing project management for local and cross-site initiatives, and aligning global standards with local market requirements. Requires 8–10 years of relevant experience, at least 2 years of people management, and strong leadership in complex contact centers or customer operations. Proficiency in English with additional local language skills desirable; up to 30% travel.
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 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
- Background in MedTech, healthcare, or life sciences
- Travel readiness (up to 30%)
- English proficiency; local language knowledge added value
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