Senior Customer Service Operations Manager
hace 1 día
Oviedo
Axalta has remained at the forefront of the coatings industry by continually investing in innovative solutions. We engineer technologies that protect customers’ products – whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals – and add dimension and beauty with colourful finishes. We have a vast and ever-evolving portfolio of brands primed to play an important part in everything from modernizing infrastructure around the world to enabling the next generation of electric and autonomous vehicles. We are looking for a strategic and results-driven Senior Customer Service Operations Manager to lead operational excellence across our Customer Service organization. This position is to be filled at our Asturias (Spain) site. Reporting to the Director, Customer Experience & Supply Chain, you will oversee Customer Service Team Leaders as well as Back Office Operations, Process Improvement, RPA Transformation, CRM, and Salesforce teams. You will play a key role in driving customer experience, operational performance, process standardization, and digital transformation across a global organization. This is an exciting opportunity for a senior leader who combines customer focus, operational excellence, and transformation expertise to deliver measurable business results. Key Responsibilities Lead and develop Customer Service Team Leaders and operational support teams. Drive customer service performance and ensure achievement of key operational KPIs. Standardize customer service processes across regions and business units. Lead customer experience initiatives to improve customer satisfaction, loyalty, and retention. Analyze Voice of Customer feedback and service performance data to identify improvement opportunities. Own customer service processes within Salesforce and CRM platforms. Define business requirements and partner with IT on system enhancements and digital initiatives. Ensure CRM governance, data quality, process compliance, and user adoption. Lead continuous improvement initiatives using Lean and Six Sigma methodologies. Develop and govern SOPs and best practices across the organization. Drive operational efficiency through automation, RPA, and AI-enabled solutions. Develop dashboards and reporting tools to support data-driven decision-making. Oversee back-office operations, workload balancing, productivity, and compliance. Partner closely with Sales, Supply Chain, Planning, Logistics, Manufacturing, Finance, and IT to improve customer outcomes. Lead the implementation of new digital platforms, customer portals, webshops, and service tools. Candidate Profile Bachelor’s degree in business administration, Commerce, Supply Chain Management, MIS, Marketing, or a related field. 10-15 years of leadership experience managing large operational teams. 5-10 years of experience in Customer Service Operations, Commercial Operations, Supply Chain, or a related environment. Proven experience leading organizations of 50-100 employees. Strong expertise in Salesforce (SFDC) and ERP systems, ideally SAP. Demonstrated success in operational excellence, continuous improvement, and digital transformation. Strong understanding of Supply Chain and Order-to-Cash processes. Experience working in complex global matrix organizations. Strong leadership, coaching, stakeholder management, and change management capabilities. Excellent analytical, reporting, and problem‑solving skills. Fluent English, both written and spoken. Ability to travel up to 30% of the time Nice To Have Six Sigma Black Belt certification. PMP certification or equivalent. Additional language skills (Spanish, Dutch, German, French, or Polish). Axalta operates its business in two segments: Performance Coatings and Mobility Coatings, which serve four end markets, including Refinish, Industrial, Light Vehicle and Commercial Vehicle, across North America, EMEA, Latin America and Asia-Pacific. Our diverse global footprint allows us to deliver solutions in over 140+ countries and coat 30 million vehicles per year. We’ve recently set an exciting 2040 carbon neutrality goal, in addition to 10 other sustainability initiatives, and we take pride in working with our customers to optimize their businesses and achieve their goals. Our Company Axalta has remained at the forefront of the coatings industry by continually investing in innovative solutions. We engineer technologies that protect customers’ products – whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals – and add dimension and beauty with colorful finishes. We have a vast and ever‑evolving portfolio of brands primed to play an important part in everything from modernizing infrastructure around the world to enabling the next generation of electric and autonomous vehicles. Axalta operates its business in two segments: Performance Coatings and Mobility Coatings, which serve four end markets, including Refinish, Industrial, Light Vehicle and Commercial Vehicle, across North America, EMEA, Latin America and Asia‑Pacific. Our diverse global footprint allows us to deliver solutions in over 140+ countries and coat 30 million vehicles per year. We’ve recently set an exciting 2040 carbon neutrality goal, in addition to 10 other sustainability initiatives, and we take pride in working with our customers to optimize their businesses and achieve their goals. Axalta may use technology‑assisted tools, including artificial intelligence (AI), to support certain aspects of the recruitment and selection process. These tools may be used to help manage applications, identify job‑related qualifications, and assist recruiter review. All hiring decisions involve human oversight and review. Recruitment Fraud Alert We take candidate safety seriously. If you believe you’ve encountered a fraudulent job posting claiming to represent our company, please include a link or screenshot and report it to TA‑Support‑Center@axalta.com. We consider an individual’s qualifications, skillset, and experience to determine final salary. This role is eligible for benefits such as health insurance and paid time off. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. This is an active opening for which we are recruiting to fill immediately. #J-18808-Ljbffr
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