Sr Mgr, Global Customer Solutions Centre
On-site · Hamburg, Hamburg, Germany or Paris, Île-de-France, France
Job Summary
Senior leader for the Global Customer Solutions Centre responsible for end-to-end regional customer service operations across multiple European markets (Germany, Switzerland, Austria & France). Owns day-to-day service delivery, escalations, SLA performance, and multi-tier team leadership; drives continuous improvement, standardization of processes, regulatory compliance, and governance. Builds and sustains relationships with key commercial partners and strategic accounts; leads transformation initiatives (digital CX, automation, AI solutions) and cross-site projects, aligning global standards with local requirements. Requires experience managing distributed teams, strong operational metrics, and cross-functional collaboration in multi-country contexts; English fluency with knowledge of local markets; travel up to 30% may be required.
Required Qualifications
- Minimum Bachelor's degree; Advanced degree preferred
- Minimum 8–10 years relevant professional experience
- Minimum 2 years people management experience; distributed/remote teams experience preferred
- Strong operational leadership with track record in complex contact centers or customer operations
- Experience in continuous improvement/Lean methodologies
- Experience identifying and implementing digital solutions and AI in Customer Service
- Excellent communication and partner leadership skills; ability to interact with commercial leaders
- Solid analytical skills with MS Excel/PowerPoint proficiency
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