Sr. Director, Customer Service
Core
Senior leader accountable for end-to-end performance, transformation, and organizational health of Americas Customer Operations, converting global strategy into regional operating agendas while preserving market responsiveness.
Role type
Sr. Director, Customer Operations (Americas)
Builds
Regional service agenda, operational performance systems, Q2C transformation, digital/AI capabilities (Jarvis), and a world-class leadership organization.
Domain
Healthcare (Ophthalmics) / Customer Operations / Digital Transformation
Required skills
Strategic planning, stakeholder management, operational governance, change management, workforce management, budget ownership, data analytics, AI adoption, process optimization, risk management
Preferred skills
Experience with S/4HANA, agentic AI, human-in-the-loop governance, multi-market leadership
Technologies
Jarvis, S/4HANA, digital channels, case management systems
Responsibilities
Own Americas customer operations experience and translate needs into a regional service agenda; Establish a concise regional performance system with aligned KPIs; Lead completion of Q2C blueprint and transition to sustainable governance; Serve as executive sponsor for scaling Jarvis capabilities; Build, retain, and develop a diverse leadership organization; Ensure operations adhere to GxP requirements and regulatory obligations.
Seniority
Senior, executive leadership