Sr. Manager, Customer Service
Core
Lead Customer Operations (OTI) processes for Surgical and Vision Care franchises in the European market, managing order-to-invoice workflows, returns, and centralization initiatives.
Role type
Senior Manager, Customer Operations
Builds
Intelligent end-to-end service centers and optimized order-to-invoice processes
Domain
Healthcare / Eye Care / Supply Chain Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Global team leadership, business transformation, operational excellence, stakeholder management, process optimization, automation, cost management, KPI tracking, regulatory compliance
Preferred skills
Change leadership, cross-functional collaboration, virtual/physical centralization strategy
Technologies
IRIS IDoc management, SOPs, ERP systems (implied by order/invoice processes)
Responsibilities
Manage AGS teams and drive operational efficiencies; Execute OTI strategy for order, delivery, and return streams; Lead business transformations and continuous improvement initiatives; Manage cost centers and optimize resource allocation; Ensure compliance with quality and regulatory standards; Act as escalation point for market issues.
Seniority
Senior, hands-on IC with management responsibilities