Customer Service Manager

Alcon; As Sudiyah; On-site; OMR 17,302 - 24,992; Full time

Benefits offered by this job

Opportunity for career growth within a global organization

Encouragement for innovation and automation

Impact on patient outcomes and customer satisfaction

Job summary

Alcon is seeking a Customer Service Manager to lead local Customer Operations teams in Oman. This role focuses on operational excellence and customer satisfaction aligned with the GEM Supply Chain strategy. Candidates with 3-5 years of experience in Customer Operations and strong leadership capabilities are encouraged to apply.

The ideal candidate must have a university degree and SAP capability while demonstrating a customer-centric mindset to drive change and process improvement.

Qualifications

• 3–5 years of proven leadership experience in Customer Operations, OTI, or Supply Chain.
• Strong people-management experience within a matrix organization.
• Fluency in English and local language(s).

Responsibilities

• Collaborate with regional stakeholders to enhance customer experience.
• Lead and develop teams to ensure high performance and service excellence.
• Oversee operational processes to ensure accuracy and efficiency.
• Monitor service KPIs and drive continuous improvement initiatives.

Skills

Leadership in Customer Operations

SAP (OTI modules)

Customer relationship building

Change management

Financial cost-analysis

Education

University degree or equivalent business experience

Job description

Customer Service Manager – GEM Customer Operations

Responsible for leading local Customer Operations teams, driving operational excellence, and supporting Alcon’s transformation toward intelligent, customer‑centric service centers aligned with the GEM Supply Chain strategy. Saudi Nationality and an English CV are required for this role.

Typical Responsibilities

• Collaborate with regional and local stakeholders to deliver a seamless customer experience across Surgical and Vision Care.
• Lead, coach, and develop Customer Operations teams to ensure high performance, engagement, and service excellence.
• Oversee end‑to‑end operational processes – pre‑order, order‑to‑invoice, delivery, and returns – ensuring accuracy, compliance, and efficiency.
• Monitor service KPIs, customer satisfaction, and distributor performance while driving continuous improvement, automation, and digital transformation initiatives.
• Ensure alignment with GEM Supply Chain strategy, quality standards, and compliance requirements across all customer‑facing operations.

Qualifications

• Education: University degree or equivalent business experience.
• Experience:
  • 3–5 years of proven leadership experience in Customer Operations, OTI, or Supply Chain.
  • Strong people‑management experience within a matrix organization.
  • Demonstrated success driving change, process improvement, and cross‑functional projects.
• Technical Skills:
  • Strong SAP (OTI modules) capability.
  • Solid financial cost‑analysis skills.
• Behaviors & Competencies:
  • Fluency in English and local language(s).
  • Ability to build strong relationships, influence stakeholders, and lead teams through transformation.
  • Customer‑centric mindset with a passion for operational excellence.

Benefits & Opportunities

• Lead with purpose by shaping customer‑centric operations that directly impact patient outcomes and customer satisfaction.
• Drive innovation and automation in a dynamic environment that encourages challenging the status quo and improving how we serve customers.
• Grow your career within a global organization that values collaboration, continuous learning, and leadership development.