EMEA Customer Operations Manager

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.

Requirements

• 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.
• Manage relationship with Customer Ops outsourced vendor delivering operations, ensuring excellence in delivery of service to the EMEA region.
• 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.
• Mentor, and encourage a team of 50+ vendor customer care agents, fostering a culture of excellence, accountability, and customer-centricity.
• Support quality assurance programs to ensure consistent and high-quality customer interactions and conformance to company governance.
• Handle and resolve escalated customer issues, demonstrate exceptional problem-solving skills and a commitment to customer satisfaction.
• Collaborate in developing and implementing training programs to equip agents with the skills and knowledge needed to excel in their roles
• Review and analyze customer feedback to drive product and service enhancements and overall customer experience.

Benefits

• 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