Senior Manager, Global Customer Solutions South
$73,295–$124,157 year
On-site · Lisbon, Lisbon, Portugal or Madrid, Madrid, Spain
Job Summary
Operationally focused, regionally experienced People Leader to own regional Customer Solutions across Spain, Italy, Portugal and Greece; lead end-to-end customer service operations, order management, returns, escalation, and SLA performance; build and sustain relationships with commercial partners and key accounts; drive transformation initiatives (digital CX, AI, automation), standardize processes, ensure governance and regulatory compliance, and lead multi-site teams across borders; travel up to 30%.
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 the world of 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
- Prior experience leading site-level transformations and multi-site collaboration
- Language requirements: proficient English; local language knowledge added value
- Up to 30% travel may be required
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