PerkinElmerEMEA Customer Operations Manager
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.
Job Title
EMEA Customer Operations Manager
Location(s)
Krakow
Job Description
PerkinElmer is seeking a dynamic and experienced EMEA Customer Ops Manager to oversee our EMEA Customer Ops team and processes. The role will be primarily responsible for driving major operational and KPI improvement, process change and efficiency. The role will also be responsible for both managing the relationship and performance of outsourced vendor delivering the services, as well as supporting internal PerkinElmer sales and core teams that rely on the delivery of customer service and related processes.
Customer Ops Process Improvement:
Collect and analyze data to understand performance of processes, benchmark efficiency and effectiveness, and set improvement targets
Uncover areas of opportunity based on the above analysis and translate these opportunities into improvement initiatives
Implement improvement initiatives to achieve desired targets, working closely with EMEA regional leadership, Customer Ops global managers and VCO teams.
Work closely with data analyst(s) to showcase and explain KPI and process improvements in dashboards and presentations to leadership
Collaborate with other regional Customer Ops managers and teams to ensure standardization of processes and global alignment
Ensure vendor operations transformation planned is delivered sucessfully, both in cost and SLA terms. This transformation includes automation and process changes, deployment of technological tools, back-office & front-office restructuring.
Customer Ops Outsourced Vendor Management:
Manage relationship with Customer Ops outsourced vendor delivering operations, ensuring excellence in delivery of service to the EMEA region.
This includes ongoing management cadences with vendor supervisors and leadership, as well as day-to-day operations of 50 FTE+ Customer Ops vendor resources serving EMEA
Ensure SLAs across main Customer Ops KPIs are met and continuously improved
Customer Ops Internal PerkinElmer Stakeholder Management:
Build and maintain strong relationships with business leaders in relevant areas, serving as a trusted partner to help them deliver on performance targets and ambitious growth objectives.
Help improve cross-team dependent processes touching Customer Ops and other internal stakeholders: Sales, Logistics, Order Management, Legal/ITC, Finance Liaise across functions to ensure sales orders can be delivered and recognized, including with operations
Collaborate effectively with the rest of the organization to identify and involve necessary resources in driving the improvements.
Other General Responsibilities:
Team Leadership: Mentor, and encourage a team of 50+ vendor customer care agents, fostering a culture of excellence, accountability, and customer-centricity.
Quality Assurance: Support quality assurance programs to ensure consistent and high-quality customer interactions and conformance to company governance.
Customer Escalations: Handle and resolve escalated customer issues, demonstrate exceptional problem-solving skills and a commitment to customer satisfaction.
Training and Development: Collaborate in developing and implementing training programs to equip agents with the skills and knowledge needed to excel in their roles
Customer Feedback: Review and analyze customer feedback to drive product and service enhancements and overall customer experience.
Basic Qualification:
Bachelor’s degree in business or business management, or a related field or equivalent in experience.
Fluent in English and Polish. Additional European language skill will be a plus.
Strong interpersonal and communication skills.
Process review, development, and automation experience - at least 2-4 years of driving operational value creation initiatives.
Experience in Customer Care, Customer Ops or related fields, including managing or supervising large teams in that functional area.
Proficiency in customer support software and tools: must be experienced with SAP, and comfortable with SalesForce, ServiceMax and similar software tools
Preferred Characteristics:
Distinctive record of managerial and professional achievement and impact.
Experience in similar industries and companies as PerkinElmer, and/or working in a PE-owned company as an employee
Exposure to international cultures and ability to navigate and find common ground with different working styles.
What we offer:
Private healthcare including dental care
Life and long-term disability insurance,
MyBenefit Cafeteria system,
Multisport Card,
Social Fund Subsidies,
Home Office allowance,
Tuition reimbursement,
Referral awards,
Internal career development opportunities in multiple business areas,
Day off to celebrate your birthday, and up to 3 additional days of vacation by length of service in the company.
Join our Team!
We are strongly committed to the development of your career and giving you opportunities to learn and grow.
We make a difference for you while you make a difference in the world!