Senior Customer Service Operations Manager

PPG; Wrocław; Hybrid; PLN 420,000 - 660,000; Full time

Benefits offered by this job

In-office 3 days/week

Flexible Fridays remote

Job summary

PPG seeks an experienced Senior Customer Service Operations Manager to lead a large, multifunctional team across EMEA, including Customer Support, Order Management, Pricing, and Data Management. You will foster continuous improvement and partner with regional and global stakeholders to deliver service excellence.

Based in part in Wroclaw with a hybrid model (minimum 3 days in office) and Flexible Fridays, you will shape processes, drive automation, and ensure data integrity while aligning with

Qualifications

• Bachelor's degree or equivalent; Master's a plus.
• 5+ years in leadership within Customer Service/Order Management or related.
• Experience managing large teams and complex operations.
• Fluent in English with strong communication and influencing skills.

Responsibilities

• Lead and develop a leaders and specialists team across CS, order management, pricing, reporting, and data management.
• Oversee end-to-end Customer Service operations with optimization and automation initiatives.
• Manage workload planning, resources, cross-training, and continuity across teams.
• Partner with stakeholders across EMEA and align CS activities with business priorities.
• Drive performance, monitor KPIs, SLAs, and ensure data accuracy and compliance.
• Support process transitions and continuous improvement projects.

Skills

Leadership

Stakeholder management

English fluency

People development

Strategic planning

Analytical thinking

Communication

Education

Bachelor's degree or equivalent

Master's degree a plus

Tools

MS Office

ERP

CRM

Reporting tools

Job description

At PPG, we are looking for an experienced and inspiring leader to join our Customer Service organization in EMEA. This is a unique opportunity to lead a large, multifunctional team supporting critical business operations across Customer Support, Order Management, Export Compliance, Pricing, Reporting, Data Management, Business Analysis, and Product Analysis.

As a Senior Customer Service Operations Manager, you will play a key role in shaping service delivery excellence across the region, driving continuous improvement initiatives, and building strong partnerships with business stakeholders. You will lead a team of leaders and specialists, balancing strategic priorities with operational execution while contributing to both regional and global initiatives.

This role reports to: Head of Customer Service Operations

Work Model: Minimum 3 days in the office/week

Key Responsibilities:

• Lead, coach, and develop a team of leaders and specialists, fostering a culture of high performance, accountability, and continuous improvement.
• Oversee end-to-end Customer Service operations, including order management, customer support, pricing, reporting, export compliance, and data management activities.
• Ensure efficient workload planning, resource utilization, cross-training, and operational continuity across teams.
• Build strong relationships with business stakeholders across EMEA and act as a trusted partner to internal customers.
• Drive process optimization, automation, and operational excellence initiatives to improve service quality and efficiency.
• Support the resolution of complex customer escalations and business-critical issues.
• Monitor team performance, KPIs, SLAs, and business metrics, providing insights and recommendations to senior leadership.
• Ensure data accuracy, compliance, reporting quality, and adherence to company policies and regulatory requirements.
• Lead or support process transitions, organizational changes, and continuous improvement projects.
• Collaborate with cross-functional teams to align customer service activities with business priorities and strategic goals.
• Promote PPG values and foster a culture of engagement, learning, and development.

Our Requirements:

• Bachelor's degree or equivalent professional experience; Master's degree is a plus.
• Minimum 5 years of leadership experience within Customer Service, Order Management, Shared Services, Supply Chain, or a related environment.
• Proven experience managing large teams and complex operational structures.
• Strong people leadership, coaching, and stakeholder management skills.
• Fluency in English.
• Excellent communication, presentation, and influencing skills.
• Strong analytical, problem-solving, decision making, and organizational capabilities.
• Customer- and business-oriented mindset with a focus on operational excellence and continuous improvement.
• Experience leading transformation, process improvement, or automation initiatives.
• Strong proficiency with MS Office and experience working with ERP, CRM, and reporting tools.
• Ability to manage multiple priorities and drive results in a dynamic environment.

How we work: At PPG, we bring teams together to accelerate collaboration and career development, with in-person work Monday through Thursday and the opportunity to work remotely on Flexible Fridays. Schedules may vary by location.

About us:

Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @PPG on X.

The PPG Way 2030

We are customer champions

Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, move fast and don’t stop until we solve their biggest challenges. When our customers win, we all grow.

We act with purpose and speed

Agile. Data-driven. Empowered. We take smart risks to stay ahead of the competition. We work proactively with agility, using quality data to develop solutions that create value.

We are excellent operators

Productive. Collaborative. Accountable. No matter our role, we identify problems, take ownership and always bring solutions. We are both proactive and responsive to drive continuous improvement and deliver results. We support our frontline, the faces of PPG to our customers.

We compete to win

Future-focused. Driven. Ambitious. We are passionate about growing our business and winning with our customers. We deliver results, embrace new technologies and leverage agility and speed as strengths.

We are PPG proud

Strong. United. Passionate. We work safely, act with integrity and value our diverse perspectives. We celebrate achievements and take pride in the positive impact we create together to protect and beautify the world.

At PPG we use AI in the hiring process to make the process more efficient. AI tools do not make hiring decisions. You can learn more by going to https://careers.ppg.com/us/en/candidate-resources.

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression.

If you need an adjustment due to a disability, please email [e-mail].

PPG pay ranges and benefits can vary by location which allow us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.

Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents. Benefits will be discussed with you by your recruiter during the hiring process.

PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.