Americas Customer Service Chief, CX & Operations

Continental Industry; Fairlawn (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

Continental is seeking a Senior Leader to oversee Customer Service operations across the Americas within industrial manufacturing and aftermarket segments. You will drive service excellence, optimize processes, and lead multidisciplinary teams to deliver superior customer experiences.

The role requires 10+ years of leadership in customer service, strong cross-functional collaboration, and the ability to partner with Sales, Finance, Logistics, and Operations to improve performance and

Qualifications

• 10+ years of leadership experience overseeing customer service operations across multiple countries (North, South America, MX and Canada).
• Strong customer experience in management, operational excellence, process improvement, organizational development, and change management.
• Proven ability to lead cross-functional initiatives and build collaborative partnerships across all levels of the organization.

Responsibilities

• Lead and develop Customer Service teams across the Americas.
• Drive service quality, productivity, accuracy, and overall customer experience.
• Collaborate with Sales, Marketing, Manufacturing, Logistics, Supply Chain, Finance, and Operations.
• Identify and resolve complex customer service issues and drive data-driven improvements.
• Establish performance objectives aligned with organizational goals and customer expectations.

Skills

Leadership

Customer service management

Operational excellence

Cross-functional collaboration

Change management

Analytical thinking

Communication

Education

Bachelor’s degree in Business Administration, Supply Chain Management, Operations Management, or related field

Tools

Excel

PowerPoint

ERP systems

Job description

Continental is seeking a Senior Leader to oversee Customer Service operations across the Americas within industrial manufacturing and aftermarket segments. You will drive service excellence, optimize processes, and lead multidisciplinary teams to deliver superior customer experiences.

The role requires 10+ years of leadership in customer service, strong cross-functional collaboration, and the ability to partner with Sales, Finance, Logistics, and Operations to improve performance and