Senior Manager, Customer Service

About the role

Alcon is seeking a Senior Manager to lead Customer Service operations for its European market. The role oversees the AGS (Advanced Global Services) teams, driving efficiency, continuous improvement and a brilliant customer experience across order, delivery and return processes.

Key responsibilities

• Manage AGS teams, implement organizational structures and centralisation opportunities to improve operational efficiency.
• Develop a culture aligned with the International Operations Vision to ensure every customer touch‑point is brilliant.
• Align with the Head of Customer Operations Region on transformation plans for intelligent end‑to‑end service centres.
• Secure execution of OTI strategy, contributing to commercial success, customer loyalty and Alcon’s reputation.
• Lead, develop and coach direct reports while managing stakeholder communication on SLAs, risks, opportunities and feedback.
• Act as the central escalation point for issues and complaints in supported markets.
• Oversee pre‑order, order/delivery and return/credit‑note streams, including master‑data maintenance, order creation, shipping compliance, consignment stock, invoicing and credit‑note issuance.
• Drive CO optimisation, standardisation and automation, leveraging regional services such as 2nd‑level support for IRIS IDoc management.

Required profile

• Proven experience leading large operational teams in a customer‑service or order‑management environment.
• Strong stakeholder‑management skills across multiple countries and functions.
• Ability to design and implement organisational structures and continuous‑improvement initiatives.
• Excellent communication and coaching abilities.
• Track record of delivering results in a fast‑paced, global organisation.

Required skills

• IRIS IDoc management