Customer Service Manager

About the role

The Customer Service Manager will lead the development and execution of contact‑center strategies that align with commercial go‑to‑market goals. This role blends operational excellence with a strong focus on customer experience, quality, and employee engagement across a global organization.

Key responsibilities

• Design and implement contact‑center operational strategies that support commercial objectives and customer‑centric values.
• Define, track, and report on key performance metrics for productivity and customer experience.
• Represent Customer Service in the selection, implementation, and management of supporting systems and tools.
• Build and develop high‑performing teams through recruiting, coaching, performance feedback, and individual development plans.
• Drive employee engagement initiatives, including regular recognition and role‑modeling of desired behaviors.

Required profile

• Bachelor’s degree in business management or a related field (Master’s preferred).
• Minimum 4 years of experience in a call‑center or customer‑service environment, preferably within a large multinational organization.
• Proven ability to mentor, coach, and motivate teams at all levels.
• Excellent written, verbal, and presentation communication skills.
• Strong analytical, interpersonal, and leadership capabilities.

Required skills

What we offer

• A diverse, inclusive culture that values curiosity, innovation, and collaboration.
• Opportunities for personal and professional growth at your own pace.
• Commitment to creating impact for customers, patients, and the planet.
• Access to a global network of experts in healthcare, life sciences, and electronics.