Senior Manager, Global Customer Solutions North

Overview

We’re looking for an operationally focused, regionally experienced people‑first leader to own a high‑performing regional Customer Solutions organization. In this role, you’ll own day‑to‑day service delivery, drive continuous improvement and process excellence, and lead a multi‑tiered team to deliver consistent, high‑quality customer experiences across products and channels. This role is both hands‑on and strategic — balancing metrics and coaching to keep operations smooth while supporting broader regional and enterprise initiatives. This leader will adapt global standards to local realities, build strong teams across borders, and ensure operational excellence through transformational change.

Key responsibilities:

• Lead end-to-end customer service operations across the UK, Belgium, Luxembourg, The Netherlands and Nordics, leading all aspects of order management, returns, critical issues, and SLA performance; serve as the senior escalation point for the North region.
• Build and sustain strong relationships with key commercial partners and strategic customer accounts; represent Customer Solutions in commercial and supply chain engagements and support high priority customer critical issues.
• Drive operational excellence by standardizing processes, reducing manual touchpoints, and improving interaction and transaction efficiency to elevate the customer experience.
• Ensure consistent application of policies, controls and regulatory requirements (including SOX where relevant); own functional governance, risk controls, and operational continuity planning.
• Lead people management for the Customer Solutions team: recruit, coach, and develop front line leaders; run performance conversations, career development planning, retention initiatives, and succession readiness.
• Sponsor and manage transformation and continuous improvement initiatives (digital CX, automation, process harmonization, AI solutions); adapt global tools and frameworks to local market requirements.
• Lead project management for local and cross site strategic projects (technology rollouts, supply chain initiatives, process redesign) and apply continuous improvement/PE methods to solve operational problems.

Qualifications

Education: Minimum Bachelor's degree ; Advanced degree preferred.

Experience and skills:

Required:

• Minimum 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.
• Demonstrated experience in continuous improvement/Lean methodologies and driving process improvements.
• Experienced in identifying digital solutions and implementing AI into the world of Customer Service
• Excellent communication and partner leadership skills; comfortable interacting with commercial leaders and cross‑functional partners.
• Solid analytical skills and comfort with metrics, reporting and basic data analysis tools (MS Excel, PowerPoint).

Preferred:

• Experience in customer service operations or supply chain in a multi-country environment, familiarity with contact center platforms, CRM systems and EDI/API customer channels.
• Direct experience working in relevant EMEA markets with knowledge of local and regional regulatory and commercial environments
• Background in MedTech, healthcare, or life sciences
• Prior experience leading site-level transformations and multi-site collaboration.

Other:

• Language requirements: proficient English required
• Local language knowledge added value
• Up to 30% travel may be required

Hybrid work