EMEA Customer Operations Manager

VIAVI Solutions GmbH; Eningen unter Achalm; Hybrid; EUR 90,000 - 140,000; Full time

Job summary

VIAVI Solutions GmbH in Germany seeks an experienced Head of Customer Operations to lead a high-performing team responsible for order management, customer service, and compliance-driven processes across the EMEA region. You will drive KPIs, optimize workflows, and collaborate with Sales, Finance, Legal and IT to deliver outstanding customer experiences.

The role requires a Bachelor's degree, 7+ years in Customer Operations, 3+ years in people leadership, fluent German and English, and ERP

Qualifications

• Bachelor's degree or equivalent experience.
• 7+ years of experience in Customer Operations, Order Management, Customer Service, or similar functions.
• Fluent German and English.
• 3+ years of people leadership experience.
• Experience with ERP systems (Oracle, SAP, or similar).
• Experience working in a compliance-driven and fast-paced environment.

Responsibilities

• Lead, coach, and develop a high-performing Customer Operations team.
• Drive operational efficiency, process improvements, and service excellence.
• Monitor KPIs, customer satisfaction, and operational performance metrics.
• Manage customer escalations and ensure timely resolution.
• Partner cross-functionally with Sales, Finance, Legal, IT, and other business functions.
• Ensure compliance with company policies, audit requirements, and internal controls.
• Support revenue, backlog, order fulfillment, and order management processes.
• Lead continuous improvement and automation initiatives.
• Foster a culture of accountability, collaboration, and customer focus.

Skills

People leadership

Analytical skills

Communication

Problem-solving

German (Fluent)

English (Fluent)

Education

Bachelor's degree or equivalent

Tools

Oracle

SAP

Job description

Summary: VIAVI (NASDAQ: VIAV) has a 100+ year history of technical innovations that have evolved to keep pace and address our customers’ most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high-performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets. We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.

Duties & Responsibilities:

Lead, coach, and develop a high-performing Customer Operations team. Drive operational efficiency, process improvements, and service excellence. Monitor KPIs, customer satisfaction, and operational performance metrics. Manage customer escalations and ensure timely resolution. Partner cross-functionally with Sales, Finance, Legal, IT, and other business functions. Ensure compliance with company policies, audit requirements, and internal controls. Support revenue, backlog, order fulfillment, and order management processes. Lead continuous improvement and automation initiatives. Foster a culture of accountability, collaboration, and customer focus.

Pre-Requisites / Skills / Experience Requirements:

Bachelor's degree or equivalent experience. 7+ years of experience in Customer Operations, Order Management, Customer Service, or similar functions. Fluent German and English. 3+ years of people leadership experience. Strong analytical, communication, and problem-solving skills. Experience with ERP systems (Oracle, SAP, or similar). Experience working in a compliance-driven and fast-paced environment.

What We're Looking For:

Strong people leader who inspires and develops teams. Customer-first mindset with a passion for operational excellence. Ability to manage change, drive results, and influence across functions. Data-driven decision maker with a continuous improvement mindset.

Join VIAVI and help deliver exceptional customer experiences while leading a critical EMEA operations function. #LI-Hybrid VIAVI empowers Service Providers and IT organizations to manage the network lifecycle for complex 5G and Fiber networks with intuitive instruments, systems and technologies; and our expertise in light management and optical coatings help protect the world's bank notes from counterfeiters, enhance the colors you see, and enable advanced technology such as 3D sensing. We are a team of thought leaders who have the freedom to support and innovate and look for new effective and efficient solutions for our customers.