Regional Customer Operations Lead

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8i0y9i

Overview In this role you drive seamless instrument delivery and superior customer experience by aligning regional needs with global Customer Care standards. You partner across commercial, service, supply chain, and care functions to optimize performance, resolve escalations, and implement improvements. You help translate VOC insights into global process enhancements while supporting training and knowledge sharing.

Join a mission-driven team that values continuous improvement and real-world impact in cancer diagnostics.

Retribuzione / Benefits

- comprehensive benefit programs
- premio / incentive pay
- health care program
- paid time off

Responsabilità
- Oversee complex installations, relocations, deinstallations, backlog execution, inventory management, supplier coordination, forecasting, and regional supply chain needs to ensure smooth delivery
- Act as regional escalation expert, using Voice of Customer data and trends to resolve issues and improve satisfaction
- Collaborate with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, and Finance to remove barriers and enhance end-to-end experience
- Monitor metrics, identify trends, drive process improvements, and balance global standards with local requirements to boost efficiency and outcomes
- Represent the CoE in the market,



translate regional needs into global improvements, and support training, knowledge sharing, and standardization across teams

Requisiti fondamentali
- Bachelor's degree or equivalent extensive experience in customer-facing roles with strong knowledge of Customer Care processes, escalation management, quality practices, and continuous improvement methodologies
- Proven ability to assess complex situations, apply sound judgment, and drive issue resolution in a structured, solution-oriented way
- Experience coordinating across multiple functions in a matrix organization to deliver results and exceptional customer experiences
- Ability to work autonomously, prioritize competing demands, think critically under pressure, and adapt quickly to changing business needs
- Travel ~5%, including overnight workshops
- Preferred: experience with DBS tools (PSP, Kaizen, Standard Work)
- Preferred: fluency in English and another European language
- Preferred: experience in Life Sciences, Medical Devices, or Diagnostics industry
- relationship-building
- cross-functional collaboration
- problem-solving
- DBS tools: PSP, Kaizen, Standard Work
- data-driven decision making
- Voice of Customer analysis

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8i0y9i