EMEA Senior Customer Service Operations Leader

PPG; Wrocław; On-site; PLN 180,000 - 260,000; Full time

Job summary

PPG is seeking an experienced Senior Customer Service Operations Manager to lead a large, multifunctional team in EMEA from an on-site location in Wroclaw, Poland, with at least 3 days in the office.

You will shape service delivery excellence, drive improvements, and partner with senior stakeholders across functions and regions. This role reports to the Head of Customer Service Operations and offers opportunities for growth within a global company.

Qualifications

• Bachelor's degree or equivalent professional experience; Master's degree is a plus.
• Proven experience leading large, multifunctional teams.
• Strong communication, presentation, and influencing skills.

Responsibilities

• Lead, coach, and develop leaders and specialists in Customer Service operations.
• Oversee end-to-end operations including order management, customer support, pricing, reporting, data management.
• Drive process optimization, automation, and continuous improvement initiatives.
• Build partnerships with business stakeholders across EMEA.
• Monitor KPIs, SLAs, and provide insights to senior leadership.
• Support data accuracy and regulatory compliance.

Skills

Leadership

Fluent English

Stakeholder management

Data analysis

MS Office

ERP experience

CRM experience

Education

Bachelor's degree or equivalent

Master's degree (plus)

Tools

ERP systems

CRM systems

Reporting tools

Job description

PPG is seeking an experienced Senior Customer Service Operations Manager to lead a large, multifunctional team in EMEA from an on-site location in Wroclaw, Poland, with at least 3 days in the office.

You will shape service delivery excellence, drive improvements, and partner with senior stakeholders across functions and regions. This role reports to the Head of Customer Service Operations and offers opportunities for growth within a global company.