Senior Customer Experience & Operations Leader

Axalta Coat. Sys. Spain; Coruño; Presencial; EUR 90.000 - 120.000; Jornada completa

Descripción de la vacante

Axalta seeks a strategic Senior Customer Service Operations Manager for its Asturias (Spain) site. You will lead Customer Service Team Leaders, back-office operations and digital transformation initiatives, driving KPIs and standardizing processes across regions.

You will own CRM governance in Salesforce and coordinate with IT on platform enhancements. You will guide Lean Six Sigma improvements, optimize automation and dashboards, and partner with Sales, Supply Chain, and Finance to improve

Formación

• Bachelor’s degree in a related field.
• 10–15 years of leadership experience.
• 5–10 years in Customer Service Operations / Commercial Operations / Supply Chain.
• Experience leading organizations of 50–100 employees.
• Fluent English (written and spoken).
• Strong Salesforce and ERP experience (SAP preferred).
• Proven track record in operational excellence and digital transformation.

Responsabilidades

• Lead and develop Customer Service Team Leaders and back-office teams.
• Drive customer service performance and KPI achievement.
• Standardize CS processes across regions and units.
• Lead customer experience initiatives to improve satisfaction and retention.
• Analyze VOC and performance data to identify improvements.
• Own CRM governance and Salesforce/CRM implementation.
• Define requirements and partner with IT for system enhancements.
• Lead Lean/Six Sigma continuous improvement initiatives.
• Develop SOPs and best practices across the org.
• Drive automation, RPA and AI-enabled solutions.
• Develop dashboards and data-driven reporting.
• Oversee back-office workload balancing, productivity and compliance.
• Collaborate with Sales, Supply Chain, Planning, Logistics, Manufacturing, Finance, IT.
• Lead rollout of new digital platforms, portals, and service tools.

Conocimientos

Leadership

Stakeholder management

Change management

Analytical skills

English fluency

Travel willingness

Project management

Educación

Bachelor’s degree in business administration, commerce, supply chain management, MIS, marketing

Herramientas

Salesforce (SFDC)

ERP SAP

Descripción del empleo

Axalta seeks a strategic Senior Customer Service Operations Manager for its Asturias (Spain) site. You will lead Customer Service Team Leaders, back-office operations and digital transformation initiatives, driving KPIs and standardizing processes across regions.

You will own CRM governance in Salesforce and coordinate with IT on platform enhancements. You will guide Lean Six Sigma improvements, optimize automation and dashboards, and partner with Sales, Supply Chain, and Finance to improve