Senior Manager, Regional Customer Care Full Time NEW

This is a strategic leadership opportunity for an experienced professional to drive customer care excellence across the EMEA region. In this role, you will lead regional operations while acting as a key connector between customer care teams and cross-functional stakeholders, ensuring a seamless and high-quality customer experience. You will oversee performance, optimize processes, and champion continuous improvement initiatives in a complex, fast-paced environment. With a strong focus on collaboration, you’ll work closely with commercial, supply chain, and operational teams to address challenges and enhance service delivery. This position offers the chance to influence regional strategy, lead high-performing teams, and implement scalable solutions. It is ideal for a results-driven leader passionate about operational excellence and customer satisfaction.

Accountabilities

• Lead and manage regional customer care operations across EMEA, ensuring alignment with global standards and regional business needs
• Oversee end-to-end customer care processes, identifying opportunities to enhance efficiency and improve the overall customer experience
• Drive performance through the definition and monitoring of SLAs and KPIs, ensuring high levels of customer satisfaction
• Act as the primary escalation point for complex regional issues, delivering effective and timely resolutions
• Build strong partnerships with cross-functional teams including Sales, Supply Chain, Finance, IT, and Operations
• Support regional forecasting and planning activities in collaboration with internal stakeholders
• Lead, coach, and develop a high-performing customer care team, including hiring, onboarding, and performance management
• Promote digital transformation by implementing tools and technologies that enhance service delivery and operational efficiency
• Champion continuous improvement initiatives using structured methodologies to optimize processes and outcomes

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• Extensive experience managing customer care or service operations across the EMEA region
• Proven track record of driving process improvements in complex, matrixed environments (Lean, Six Sigma, or similar methodologies)
• Strong experience with ERP systems (SAP preferred) and CRM platforms
• Excellent leadership, communication, and stakeholder management skills
• Ability to operate effectively in a fast-paced, international environment
• Full professional proficiency in English and at least one additional major European language (e.g., Spanish, German, French, or Italian)
• Willingness to travel up to 30% across the EMEA region

Nice To Have

• Experience in life sciences, diagnostics, or medical device industries
• Advanced degree (MBA or equivalent)
• Familiarity with structured continuous improvement systems and methodologies

Benefits

• Competitive compensation package aligned with senior leadership responsibilities
• Flexible working arrangements, including remote work options
• Comprehensive health and wellness benefits
• Generous paid time off and work-life balance support
• Opportunities for career development and leadership growth
• Exposure to a global, collaborative, and mission-driven environment
• Access to continuous improvement training and professional development programs
• Inclusive culture that values diversity, innovation, and collaboration

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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