Regional Customer Operations Lead

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8jf8yq

Overview In this role, you connect the Global Customer Care CoE with the local market to ensure seamless instrument delivery and exceptional service. You lead complex installations, escalations, and end-to-end processes, driving satisfaction and continuous improvement. You work with cross-functional partners to align global standards with local needs and train teams.

This onsite position in Buccinasco, Italy, offers a chance to shape customer experiences in a mission-driven, high-impact environment.

Retribuzione / Benefits

- vantaggi programs
- healthcare program
- paid time off
- bonus / incentive pay
- opportunity to participate in incentive scheme
- structured progression (CCNL Commercio 3rd Level)

Responsabilità
- Oversee instrument installations, relocations, deinstallations, backlog execution, supplier coordination, forecasting, invoicing and regional supply chain needs to ensure smooth delivery
- Serve as regional contact for customer enquiries and escalations, using VOC insights and data analysis to drive resolution and satisfaction
- Collaborate with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, Finance, and other stakeholders to remove barriers and improve end-to-end experience




- Monitor performance metrics, identify trends, implement process improvements, and balance global standards with local requirements
- Act as the CoE market representative, translating regional needs into global improvements and supporting training, knowledge sharing, and process standardization across teams

Requisiti fondamentali
- Bachelor's degree or equivalent extensive experience in customer-facing roles with knowledge of Customer Care processes, escalation management, quality practices, and continuous improvement
- Ability to independently assess complex situations and drive timely issue resolution using a structured approach
- Experience coordinating across multiple functions in a matrix organization to deliver results and customer experiences
- Ability to work autonomously, prioritize competing demands, think critically under pressure, and maintain a professional attitude
- Travel approximately 5% (including overnight)
- Relationship building
- Problem solving
- Adaptability
- PSP (Kaizen/Standard Work) experience
- Kaizen
- Standard Work

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8jf8yq