Operations Supervisor leading a team in call center operations with a focus on management and quality assurance. Responsible for staff training, performance monitoring, and adherence to company policies.
About the role
- Customer Experience Manager ensuring product availability and optimal service for PPG. Leading a customer-centric team and optimizing processes for enhanced satisfaction and compliance.
Responsibilities
- Define and implement strategies to always deliver superior customer experience across the entire journey (onboarding, retention, long-term value creation)
- Build, coach, and lead a high-performing customer-centric team focused on accountability, collaboration, and continuous improvement
- Collaborate with commercial, supply chain, operations, and logistics teams to anticipate demand, optimize flows, and ensure customer satisfaction
- Enhance the order to cash (OTC) processes, improve tools, and workflows to deliver a flawless customer experience and reduce service gaps
- Efficiently manage complaints and complex situations in coordination with internal stakeholders
- Ensure compliance with industry and regulatory standards (EN9100, export controls, etc.)
- Lead automation and digitalization initiatives to simplify processes and improve customer support quality
Requirements
- Degree in business, management, supply chain, or equivalent (Master’s preferred)
- Proven experience (10+ years) in customer service management, including 7 years in team leadership; supply chain experience is a plus
- Proficient with ERP/CRM tools and digital solutions
- Strong leadership, ability to unite teams and drive transformation
- Excellent communication, negotiation, and conflict management skills
- Analytical mindset, results-oriented, able to thrive in a demanding and international environment
- Fluent in English; proficiency in other European languages is a plus
- Mobility: frequent travel required (up to 50% of the time) across Europe
Benefits
- Opportunities for career growth and development
- Fulfilling workplace environment
- Continuous learning environment
- Embracing the ideas and diversity of others
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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