Sr Mgr, Global Customer Solutions Centre
On-site · Hamburg, Hamburg, Germany or Paris, Île-de-France, France
Job Summary
Operationally focused, senior regional leader to own and optimize a high-performing regional Customer Solutions organization across Germany, Switzerland, Austria and France. Lead end-to-end customer service operations including order management, returns, critical issue handling, and SLA performance; serve as the senior escalation point for the Center region. Build and sustain relationships with key commercial partners and strategic accounts; represent Customer Solutions in commercial and supply chain engagements. Drive operational excellence by standardizing processes, reducing manual touchpoints, and improving interaction and transaction efficiency. Ensure governance, risk controls, and regulatory compliance; lead people management for the team, including coaching, development, retention, and succession planning. Sponsor transformation and continuous improvement initiatives (digital CX, automation, process harmonization, AI solutions); adapt global tools to local market needs. Lead project management for local and cross-site initiatives (technology rollouts, process redesign) and apply Lean/continuous improvement methods to solve operational problems.
Required Qualifications
- Minimum Bachelor's degree; Advanced degree preferred
- 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
- Experience in continuous improvement/Lean methodologies and driving process improvements
- Experience identifying digital solutions and implementing AI in customer service
- Excellent communication and partner leadership skills; comfortable with cross-functional collaboration
- Strong analytical skills and proficiency with data tools (MS Excel, PowerPoint)
- Preferred: experience in multi-country customer service or supply chain operations, familiarity with CRM platforms and EDI/API channels
- Background in MedTech, healthcare, or life sciences
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