Senior Customer Service Operations Manager (Asturias)

About the role

Axalta is looking for a strategic, results-driven Senior Customer Service Operations Manager to lead operational excellence across its Customer Service organization at its Asturias (Spain) site. Reporting to the Director, Customer Experience & Supply Chain, the role oversees Customer Service Team Leaders, Back Office Operations, Process Improvement, RPA Transformation, CRM and Salesforce teams, and drives customer experience, operational performance, process standardization and digital transformation across a global organization.

Key responsibilities

• Lead and develop Customer Service Team Leaders and operational support teams, and drive performance against key operational KPIs.
• Standardize customer service processes across regions and business units, and lead initiatives to improve customer satisfaction, loyalty and retention.
• Analyze Voice of Customer feedback and service performance data to identify improvements.
• Own customer service processes in Salesforce and CRM, define business requirements with IT, and ensure CRM governance, data quality, compliance and user adoption.
• Lead continuous improvement using Lean and Six Sigma, and develop and govern SOPs and best practices.
• Drive efficiency through automation, RPA and AI, and build dashboards and reporting tools.
• Oversee back-office operations, workload balancing, productivity and compliance.
• Partner with Sales, Supply Chain, Planning, Logistics, Manufacturing, Finance and IT, and lead new digital platforms, customer portals, webshops and service tools.

Required profile

• Bachelor's degree in business administration, commerce, supply chain management, MIS, marketing or a related field.
• 10-15 years of leadership experience managing large operational teams, and 5-10 years in Customer Service Operations, Commercial Operations, Supply Chain or a related environment.
• Proven experience leading organizations of 50-100 employees.
• Experience in complex global matrix organizations and strong leadership, coaching, stakeholder and change management skills.
• Fluent English, written and spoken; ability to travel up to 30% of the time.
• Nice to have: Six Sigma Black Belt, PMP or equivalent, and additional languages such as Spanish, Dutch, German, French or Polish.

Required skills

• Strong expertise in Salesforce (SFDC) and ERP systems, ideally SAP.
• Understanding of Supply Chain and Order-to-Cash processes.
• Demonstrated success in operational excellence, continuous improvement and digital transformation.

The role is eligible for benefits such as health insurance and paid time off; the actual offer depends on qualifications, experience and location. The vacancy is open and being filled immediately.