Customer Operations Leader

PerkinElmer; Kraków; On-site; PLN 190,000 - 270,000; Full time

Benefits offered by this job

Private healthcare, including dental

Life and long-term disability

MyBenefit Cafeteria system

Multisport Card

Social Fund Subsidies

Home Office allowance

Tuition reimbursement

Referral awards

Internal career development

Birthday leave and extra vacation

Job summary

PerkinElmer in Krakow is seeking a Customer Operations Manager to join the OneSource team. You will drive operational excellence, empower staff, streamline processes, and partner with stakeholders to deliver outstanding customer outcomes.

You’ll develop people, use data to guide decisions, and roll up your sleeves to make improvements daily across a hybrid work model at Krakow’s Quattro Business Park.

Qualifications

• 3+ years of experience in a team-based customer service environment with 3-5 years of proven leadership.
• Fluent English with strong verbal & written communication skills.
• Experience in Lean or Six Sigma desirable; project management experience desirable.
• Excellent Excel skills; SAP/ECC/ServiceMax is essential.

Responsibilities

• Orchestrate daily work activities and support center and field staff, ensuring the team feels supported.
• Champion continuous improvement and encourage staff to propose better ways of working.
• Drive automation/standardization projects to reduce manual tasks.
• Build mechanisms to report on operational performance using data for leadership decisions.
• Coach the team to meet internal and external KPIs and understand their impact.
• Lead root cause analysis and implement lasting improvements.
• Review site procedures to align with global processes while addressing local needs.
• Manage workload peaks by dynamically reprioritizing tasks to meet deadlines.
• Lead high-value meetings to share knowledge and streamline workflows using PE tools.
• Partner with Delivery teams to ensure consistent customer outcomes.
• Provide on-time monthly business reviews and other performance documentation.
• Interview, hire, train new employees and monitor progress through probation.
• Mentor and coach for employee growth and morale.
• Maintain training matrices ensuring staff proficiency.
• Schedule regular 1:1s and meetings to share information and identify improvements.
• Provide ad hoc support during crunch periods.

Skills

Leadership

People development

Communication

Data-driven decisions

Agility & resilience

Project management

Tools

Excel

SAP/ECC/ServiceMax

Job description

We’re looking for a Customer Operations Manager to join our OneSource team in Krakow.

In this role, you’ll drive operational excellence, empower staff, streamline processes, and partner closely with stakeholders to deliver outstanding customer outcomes. If you’re passionate about developing people, using data to guide decisions, and rolling up your sleeves to make things better every day, we’d love to hear from you.

Moreinformationabout:

• PerkinElmer and our business: PerkinElmer | Science with Purpose
• OneSourceservices: OneSourceLaboratorySolutions|PerkinElmer

Hybrid working model, Krakow, Quattro Business Park (3 days office)

Responsibilities:

• Orchestrate daily work activities and maintain proficiency in all processes for the support center and field Agent staff, ensuring the team feels supported in their day-to-day tasks.
• Champion continuous improvement initiatives across the team, encouraging staff to voice ideas for better ways of working.
• Drive the implementation of best practices and automation/standardization projects to reduce manual administrative burden on the team.
• Build robust mechanisms to control and report on Operational Performances, using data to make informed leadership decisions.
• Ensure Internal and External KPIs are met, coaching the team on how their individual contributions impact these metrics.
• Lead Root Cause Analysis into inconsistent outcomes and implement lasting results rather than quick fixes.
• Review and approve site-specific procedures, assuring alignment with global processes while advocating for local needs.
• Masterfully manage workload peaks: Identify resource constraints and dynamically reprioritize tasks across the team to prevent burnout and ensure critical deadlines are met.
• Lead high-value team meetings that go beyond status updates to share knowledge, solve pain points collaboratively, and streamline workflows using PE tools to optimize talent utilization.
• Partner with Delivery teams to ensure streamlined and consistent customer outcomes and feedback.
• Provide on-time monthly business review reports and other documentation to showcase team achievements and challenges.
• Ensure Quality requirements are met according to specific customer needs.
• Build a high-performing team: Interview, hire, and train new employees, monitoring progress and confirming proficiency before probationary periods expire.
• Act as a Mentor and Coach to foster employee growth, development, and high morale.
• Maintain employee training matrices to assure staff is proficient, confident, and up-skilled in all areas of their work responsibilities.
• Schedule and complete regular 1:1s and staff meetings to share information, celebrate wins, and identify opportunities for process improvement.
• Provide ad hoc support based on workload volume, demonstrating a willingness to "roll up your sleeves" to support the team during crunches.

Role requirements:

• Technical Skills: Excellent Excel skills; Experience in SAP/ECC/ServiceMax is Essential.
• Leadership Experience: 3+ years of experience in a team-based customer service environment with 3-5 years of proven leadership required.
• Agility & Resilience: Demonstrated ability to succeed in a fast-paced environment, working on multiple projects with changing priorities and deadlines without losing composure.
• People Development: Must have a track record of not just managing departments but developing the people within them to higher levels of performance and satisfaction.
• Customer Excellence: Deep understanding of what constitutes excellent Customer Service.
• Work Ethic: Demonstrated high-level work ethic and organizational skills are a "must-have."
• Attention to Detail: Strong attention to detail and demonstrated accurate information transcription.
• Industry Knowledge: Experience in a Life Science and Environmental Health area would be an asset.
• Methodology: Project management experience desirable; Experience in Lean or Six Sigma desirable.
• Communication: Ability to communicate effectively both internally & externally; orally and in writing.
• Language: Excellent verbal & written communication skills; fluent English, additional language will be a plus.

Competencies:

• Management/Project Management - Sets goals and engages the team around them
• Empowering Leadership: Sets clear goals and engages the team around them, fostering an environment where team members feel autonomous and motivated.
• Business Acumen (Enterprise Mindset): Has a strong understanding of customer needs, industry knowledge, and financial performance. Displays organizational insight to leverage the internal matrix for optimal outcomes.
• Customer Focus: Understands and acts on the needs of the internal and external customer, ensuring the team understands the "why" behind their work
• Professional Presence: Conveys self-confidence and communicates clearly. Influences and inspires others through being authentic, self-aware, and persuasive, building trust and goodwill even during high-pressure situations.
• Talent Development: Develops and implements processes to proactively attract, select, and retain top, diverse talent. actively coaches staff to help them grow their careers.
• Learning Mindset: Has an attitude that predisposes you to be open to new experiences. You believe you can and will learn, and you encourage your team to view challenges as opportunities to grow.
• Travel Requirements: Must be willing to make international trips across EMEA on a regular basis, approximately 25-50%.

What we offer:

• Private healthcare, including dental care
• Life and long-term disability insurance,
• MyBenefit Cafeteria system,
• Multisport Card,
• Social Fund Subsidies,
• Home Office allowance,
• Tuition reimbursement,
• Referral awards,
• Internal career development opportunities in multiple business areas,
• Day off to celebrate your birthday, and up to 3 additional days of vacation by length of service in the company.

Join our Team!

We are strongly committed to the development of your career and giving you opportunities to learn and grow.

We make a difference for you while you make a difference in the world!