Senior Manager, Global Customer Solutions South
$64,300–$129,260 year
On-site · Madrid, Madrid, Spain or Rome, Lazio, Italy
Job Summary
Senior Manager, Global Customer Solutions South responsible for end-to-end customer service operations across Spain, Italy, Portugal and Greece. Oversees order management, returns, critical issues, and SLA performance; serves as senior escalation point for the South region. Builds and sustains relationships with commercial partners and strategic accounts; collaborates in commercial and supply chain engagements. Drives operational excellence by standardizing processes, reducing manual touchpoints, applying governance and risk controls, and ensuring regulatory compliance (SOX where relevant). Leads people management for the Customer Solutions team, including recruiting, coaching, performance conversations, and career development. Champions transformation and continuous improvement initiatives (digital CX, automation, process harmonization, AI solutions) and adapts global tools to local market requirements. Manages local and cross-site strategic projects (technology rollouts, supply chain initiatives, process redesign) and applies continuous improvement methods to resolve operational problems. Requires travel up to 30%; eligible for benefits and equal opportunity employment.
Required Qualifications
- 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 track record of meeting service, quality and cost targets
- Experience in continuous improvement/Lean methodologies
- Experience identifying and implementing digital solutions including AI in customer service
- Excellent communication and partner leadership skills
- Analytical skills and comfort with metrics and data analysis tools
- Preferred: experience in multi-country customer service or supply chain operations
- Language: proficient English; local language knowledge added value
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