Senior Customer Service Operations Manager

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

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

Location: Curie-Skłodowskiej 12, Wrocław

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:

PPG: WE PROTECT AND BEAUTIFY THE WORLD

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 thandoes any other company. To learn more, visit www.ppg.com and follow @PPG onX.

The PPG Way 2030

We are customer champions

Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, movefastanddon’tstop 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 excellentoperators

Productive. Collaborative. Accountable. No matter our role, weidentifyproblems, takeownershipand always bring solutions. We are both proactive and responsive to drive continuous improvement and deliver results. We support ourfrontline,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 newtechnologiesand leverage agility and speed as strengths.

We are PPG proud

Strong. United. Passionate. We work safely, act withintegrityand 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.

PPGprovidesequal 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, genderidentityor expression.

PPG pay ranges and benefits can vary bylocationwhich allows 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 insurancecoveragesand benefits will bein accordance withthe 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.