EMEA CS Ops Leader — Hybrid, Growth & Automation

PPG Industries; Wrocław; Hybrid; PLN 240,000 - 320,000; Full time

Job summary

PPG Industries in Wrocław is seeking an experienced Senior Customer Service Operations Manager to lead a large multifunctional team spanning Customer Service, Order Management, and Data Management. You will drive service delivery excellence, build partnerships with stakeholders across EMEA, and guide continuous improvement initiatives.

You will report to the Head of Customer Service Operations and work a hybrid schedule with at least three days in the office weekly, with flexibility for remote

Qualifications

• Bachelor’s degree or equivalent; Master’s preferred.
• 5+ years of leadership experience in Customer Service, Order Management, Shared Services or related.
• Strong people leadership, coaching and stakeholder management skills.
• Fluency in English; excellent communication and analytical abilities.

Responsibilities

• Lead and develop a large multifunctional team across Customer Service, Order Management, Export Compliance, Pricing, Reporting and Data Management.
• Oversee end-to-end operations, ensure workload planning and continuity, and optimize processes.
• Build strong partnerships with stakeholders across EMEA and act as trusted partner to internal customers.
• Drive process improvements, automation, and operational excellence.
• Monitor KPIs and SLAs, provide insights to senior leadership, and manage escalations.
• Ensure data accuracy, reporting quality, and regulatory compliance.
• Support organizational changes and cross-functional project transitions.
• Promote PPG values and foster engagement, learning, and development.

Skills

Leadership

People management

Stakeholder management

Analytical thinking

Communication

English fluency

Education

Bachelor's degree or equivalent

Tools

MS Office

ERP systems

CRM systems

Reporting tools

Job description

PPG Industries in Wrocław is seeking an experienced Senior Customer Service Operations Manager to lead a large multifunctional team spanning Customer Service, Order Management, and Data Management. You will drive service delivery excellence, build partnerships with stakeholders across EMEA, and guide continuous improvement initiatives.

You will report to the Head of Customer Service Operations and work a hybrid schedule with at least three days in the office weekly, with flexibility for remote