European Customer Service Process & Analytics Manager (m/f/d)

Düsseldorf, NRW, deFull-time2026-10-28 → 2026-11-10

Core

Provides visibility, structure, and insights across Customer Service operations throughout Europe by mapping processes, developing RACI frameworks, and delivering business reporting.

Role type

Senior IC process & analytics manager

Builds

Process documentation, RACI matrices, operational dashboards, and KPI reports

Domain

Customer Service operations / Business Operations

Deliverable

dashboards & analysis

Required skills

Process mapping, RACI development, Management reporting, KPI analysis, SAP Order-to-Cash expertise, Data extraction, Automation identification, Cross-functional collaboration

Preferred skills

ISO 9001 standards knowledge, Change management, Digitalization initiatives

Technologies

SAP, Excel

Responsibilities

Map and document end-to-end Customer Service processes; Develop and maintain RACI matrices; Produce regular operational and management reports; Identify automation opportunities and support implementation; Collaborate with IT and business functions to align on process flows.

Seniority

Senior, hands-on IC

About o-i

O-I is an Equal Opportunity Employer, and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact O-I at [email protected] and let us know the nature of your request and your conta