Head of Customer Operations DACH (m/f/d)

Alcon; Aschaffenburg; Sur place; EUR 80 000 - 100 000; Plein temps

Avantages offerts par ce poste

Attractive compensation package

Diverse development opportunities

Supportive team environment

Résumé du poste

A global leader in eye care is seeking a Head of Customer Operations DACH for its Aschaffenburg location. This pivotal role involves leading a team to optimize customer operations across Surgical and Vision Care franchises while managing KPIs and driving continuous improvement. The ideal candidate will have a business degree, extensive leadership experience, and fluency in English and German, fostering a culture of excellence and innovation. Join us to make a difference in patients' lives.

Qualifications

• Fluently read, write, understand and communicate in English and German; other languages are a plus.
• Extensive 5-7 years proven leadership experience with strong business acumen.
• Experience in managing multiple countries and remote teams.

Responsabilités

• Lead and optimize end-to-end customer operations across the region.
• Manage quality of customer service delivery and KPIs.
• Drive operational efficiencies and continuous improvement.

Connaissances

Leadership skills

Business acumen

Customer focus

Change management

Communication skills

Innovation

Formation

University or comparable business degree

Outils

Digital tools

Description du poste

Head of Customer Operations DACH (m/f/d)

1 day ago Be among the first 25 applicants

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

As a Head of Customer Operations DACH (m/f/d), based in Freiburg i.Br. or Aschaffenburg, supporting both Surgical and Vision Care franchises, you will play a key role in leading and optimizing end‑to‑end customer operations across the region.

Typical day includes:

• As the leader of a cluster of approximately 50 people you will be accountable for the overall quality of customer service delivery meaning you will systematically manage KPIs of the function and drive accurate and timely resolution for customer operations related queries via your local and shared service teams.
• You will drive transformation in your organization as per our global Q2C (Quote‑to‑Cash) strategy enhancing CX, providing innovative and valued services with an aspiration to be the leaders in med‑tech companies, offering best‑in‑class tools & services. You will collaborate with the teams located in our shared service centres to ensure a continuous high quality of service.
• You will drive operational efficiencies and continuous improvement by redesigning organizational structures and processes (including virtual and physical centralization opportunities).
• You will develop the right culture and empower your people in line with the International Customer Operations vision to make every customer touch point brilliant.
• You will operate compliant and efficient processes with the highest level of contribution to the commercial and economic success, customer loyalty, reputation and culture of Alcon. A key enabler will be the high positive impact you will aim to bring on both internal and external associates, stakeholders and customers.

WHAT YOU'LL BRING TO ALCON:

• Education: University or comparable business degree.
• Languages: Fluently read, write, understand and communicate in English and German; other languages are a plus.
• Extensive 5‑7 years proven leadership experience with strong business acumen and functional expertise in OTI/QTC or Customer Service or Supply Chain Management.
• Proven strong management & leadership skills within a matrix organization, managing deadlines, prioritizing workload with key stakeholders.
• Experience in change management, transformation, implementing digital tools, the ability to drive process improvements.
• Experience in managing multiple countries, remote teams and cultural backgrounds.
• Proven experience in unlocking efficiencies, managing budget/financial targets.
• Excellent technical skills, innovation, courage and result focus as key values.
• Strong customer focus, mindset to drive results across franchises and across functional projects and for building strategic working relationships.
• Strong communicator who shares information effectively with management, key stakeholders and business process experts.
• Competencies to attract and recruit talent, motivate teams, delegate effectively, and manage performance.
• Ability to assess risks, prioritize items in stretched timelines and influence prompt action.

HOW YOU CAN THRIVE AT ALCON:

• Experience excellent onboarding from your very first day at one of the Top Employers of 2025(*) and explore the diverse development opportunities within national and international departments.
• You will be part of a dynamic and supportive team where every voice is heard, and different perspectives are embraced. Alcon fosters an environment where innovation and continuous learning are encouraged, empowering you to contribute your ideas and drive meaningful change.
• You get the chance to help people see brilliantly. You will play a big part in making a difference in the lives of patients and be part of a company with a clear purpose, cutting‑edge innovation and breakthrough technology in eye‑care.
• Benefit from an attractive compensation package complemented by extensive perks.

(*) Recognized by the Top Employer Institute®, the global authority on certifying excellence in employee conditions.

See your impact at alcon.com/careers

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Customer Service

Industry: Medical Equipment Manufacturing

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