Americas Customer Service Leader — CX & Operations

Continental Group Sector ContiTech; Fairlawn (OH); On-site; USD 150,000 - 220,000; Full time

Job summary

ContiTech USA, Inc. seeks a senior leader to oversee Customer Service operations across the Americas in industrial products. You will drive exceptional customer experiences, operational efficiency and cross-functional collaboration with Finance, Operations, Sales and Logistics.

The role requires 10+ years in leading customer service operations, a strong track record in change management, and deep expertise with ERP systems. Located in the U.S. and ready to lead a large team.

Qualifications

• Bachelor’s degree in a business or related field and 10+ years leading customer service operations across multiple countries.
• Proven ability to drive customer experience excellence, operational efficiency, and organizational development.
• Strong communication, coaching and stakeholder management across Sales, Finance, Operations and Logistics.
• Experience with ERP systems and data-driven decision making.
• Willingness to work in a fast-paced, cross-functional industrial environment.

Responsibilities

• Oversee Customer Service operations across the Americas for ContiTech Industrial Products.
• Drive service quality, productivity, accuracy and overall customer experience.
• Lead and develop teams of Customer Service Representatives and Leaders.
• Identify and resolve complex service issues and address emerging trends.
• Set performance objectives aligned with goals and ensure consistent delivery.
• Manage workflows, escalations, workload, and resource allocation for efficiency.
• Provide reporting and analytics to monitor performance and drive improvements.
• Collaborate with Finance, Operations and Sales to ensure accurate transactions and timely orders.
• Foster cross-functional relationships to improve business outcomes.

Skills

Leadership experience

Cross-functional collaboration

Customer experience management

Stakeholder management

Change management

Education

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

Tools

ERP systems

MS Office (Excel/PowerPoint)

Job description

ContiTech USA, Inc. seeks a senior leader to oversee Customer Service operations across the Americas in industrial products. You will drive exceptional customer experiences, operational efficiency and cross-functional collaboration with Finance, Operations, Sales and Logistics.

The role requires 10+ years in leading customer service operations, a strong track record in change management, and deep expertise with ERP systems. Located in the U.S. and ready to lead a large team.