Global MedTech Customer Service Operations Leader

HCL Technologies Limited; Kraków; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Life insurance

Private medical care

MultiSport Card

Glasses subsidy

Language course subsidy

Holiday bonuses

Career path growth

Job summary

HCL Technologies Limited is seeking a seasoned Manager – Customer Service Operations to lead a multilingual, global team for MedTech clients. You will drive operational excellence, governance, and strategic client partnerships in a fast-paced environment.

You will oversee service delivery, performance management, and workforce planning while advancing Lean, automation, and digital transformation initiatives across international operations.

Qualifications

• 10–12+ years in Customer Service or Operations Management.
• At least 5 years leading large customer service teams in a global environment.
• Experience in Medical Devices, Healthcare, Life Sciences, or MedTech mandatory.
• Proven ability to manage global clients and service delivery organizations.

Responsibilities

• Oversee end-to-end customer service operations across geographies and units.
• Ensure SLAs, KPIs, quality, productivity, and customer satisfaction targets.
• Lead governance, risk management, and compliance in operations.
• Manage senior client stakeholder interfaces, governance meetings, and business reviews.
• Lead, mentor, and develop Team Leaders and Operations Managers.
• Drive Lean, Six Sigma, automation, and AI for process improvements.
• Oversee budgeting and financial performance; support growth initiatives.

Skills

Operations leadership

MedTech industry expertise

Global client management

SLA/KPI management

Digital transformation

Automation & AI

People development

Budget management

Tools

SAP CRM

ServiceNow

Genesys

Job description

HCL Technologies Limited is seeking a seasoned Manager – Customer Service Operations to lead a multilingual, global team for MedTech clients. You will drive operational excellence, governance, and strategic client partnerships in a fast-paced environment.

You will oversee service delivery, performance management, and workforce planning while advancing Lean, automation, and digital transformation initiatives across international operations.