Global Customer Service & Operations Leader

Axalta; Asturias; Presencial; EUR 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Paid time off

Descripción de la vacante

Axalta, a global coatings leader, seeks a Senior Customer Service Operations Manager to drive operational excellence at its Asturias site. You will oversee CS Team Leaders, Back Office, and digital transformation initiatives to elevate customer experience and efficiency.

You will partner with Sales, Supply Chain, IT, and Finance to standardize processes, implement CRM and ERP improvements, and lead Lean/Six Sigma projects in a complex global matrix environment. Fluent English required.

Formación

• 10-15 years of leadership experience managing large operational teams.
• 5-10 years in Customer Service Operations or related field.
• Experience leading organizations of 50-100 employees.
• Fluent English, both written and spoken.
• Willingness to travel up to 30%.

Responsabilidades

• 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 satisfaction, loyalty, and retention.
• Analyze Voice of Customer feedback and service performance data to identify improvements.
• Own customer service processes within Salesforce and CRM platforms.
• Define business requirements and partner with IT on system enhancements.
• Ensure CRM governance, data quality, process compliance, and user adoption.
• Lead continuous improvement initiatives using Lean and Six Sigma.
• Develop SOPs and best practices across the organization.
• Drive automation, RPA, and AI-enabled solutions.
• Develop dashboards and reporting tools for data-driven decisions.
• Oversee back-office operations, workload balancing, productivity, and compliance.
• Collaborate with Sales, Supply Chain, Planning, Logistics, Manufacturing, Finance, and IT.
• Lead the implementation of new digital platforms and service tools.

Conocimientos

Salesforce SFDC

SAP ERP

Leadership

Lean Six Sigma

Data analysis

Process improvement

CRM governance

Educación

Bachelor’s degree in Business/Supply Chain/MIS

Herramientas

Salesforce CRM

ERP systems (SAP)

Descripción del empleo

Axalta, a global coatings leader, seeks a Senior Customer Service Operations Manager to drive operational excellence at its Asturias site. You will oversee CS Team Leaders, Back Office, and digital transformation initiatives to elevate customer experience and efficiency.

You will partner with Sales, Supply Chain, IT, and Finance to standardize processes, implement CRM and ERP improvements, and lead Lean/Six Sigma projects in a complex global matrix environment. Fluent English required.