Regional Customer Operations Lead

Role Overview

The Regional Customer Operations Lead is the essential link between the Global Customer Care Centre of Excellence (CoE) and the local market, owning and managing instrument order fulfilment, customer enquiries, and resolving escalated requests. The role requires partnering across commercial, service, supply chain, and customer care functions to drive customer satisfaction, operational excellence, and continuous improvement.

What You Will Do

Oversee complex instrument installations, relocations, deinstallations, backlog execution, supplier coordination, forecasting, invoicing, and regional supply chain requirements. Serve as the regional contact for customer enquiries, escalation support, and partner with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, Finance, and other stakeholders to remove barriers and improve operational performance.

Why It Might Be a Fit

The ideal candidate will have a strong understanding of Customer Care processes, customer escalation management, quality practices, and continuous improvement methodologies. They will be able to independently assess complex situations, apply sound judgment, and drive customer issues and escalations to timely resolution.

Requirements

• Bachelor’s degree or equivalent extensive experience in customer-facing roles
• Strong understanding of Customer Care processes, customer escalation management, quality practices, and continuous improvement methodologies
• Ability to independently assess complex situations, apply sound judgment, and drive customer issues and escalations to timely resolution
• Proven experience coordinating across multiple functions, building strong relationships, and working effectively within a matrix organization
• Ability to work autonomously, prioritize competing demands, think critically under pressure, and adapt quickly to changing business needs

Benefits

• Health care program
• Paid time off
• Bonus/incentive pay (5% of annual base salary)
• Competitive benefit programs