Global Customer Service Ops Lead - Hybrid, Growth

Alcon; United States; Hybrid; USD 46,000 - 82,000; Full time

Benefits offered by this job

International environment

Private medical care

Group insurance

Lunch card

Transportation allowance

Pension plan

Multisport card

Job summary

Alcon, a global leader in eye care, is seeking a Manager I, Customer Service Support to lead a service-focused team. You will coach, train, and evaluate staff, improve processes, and partner with accounting and auditors to ensure seamless operations.

The role offers hybrid work arrangements and a competitive benefits package. A strong background in customer data Master Data, pricing, and ERP systems is essential for success.

Qualifications

• Strong leadership skills with experience managing operational teams.
• Proven ability to influence and lead change in a fast-paced environment.
• Solid understanding of Customer and Pricing Master Data processes and their impact on business performance.

Responsibilities

• Lead a team of customer service representatives committed to service excellence through coaching, training, supervision, and motivation.
• Provide intensive on-the-job training for new staff and develop existing staff in customer service, telephone techniques, and product knowledge.
• Prepare and conduct performance appraisals of direct reports.
• Assist and support the Head of Customer Service.
• Create an efficient operating model for the Customer Service team.
• Identify opportunities for service improvement by simplifying and refining existing systems.
• Generate operational Key Performance Indicator reporting and provide commentary on performance.
• Execute all Financial and Customer Management System reporting on time.
• Generate, prioritize, and implement process improvement ideas.
• Ensure consistent service excellence across all touchpoints through individual development and coaching.
• Monitor, report, and resolve customer complaints, preventing recurrences through proactive management.
• Identify customer needs and complete actions, supporting cross-functional teamwork.
• Drive operational excellence and ensure alignment with business functions, compliance, and audit requirements.
• Ensure adherence to all relevant policies and procedures.
• Lead processes to ensure timely migration and successful transitions.
• Collaborate proactively with key partners, including accounting authorities or auditors.
• Ensure timely resolution of escalated issues.

Skills

Leadership

Change management

Operational excellence

Communication

Business acumen

Tools

SAP

Salesforce

Job description

Alcon, a global leader in eye care, is seeking a Manager I, Customer Service Support to lead a service-focused team. You will coach, train, and evaluate staff, improve processes, and partner with accounting and auditors to ensure seamless operations.

The role offers hybrid work arrangements and a competitive benefits package. A strong background in customer data Master Data, pricing, and ERP systems is essential for success.