Customer Service Senior Manager

For our Client, an international organization with a well-established Shared Services Center in Warsaw, we are looking for an experienced Customer Service Senior Manager.

This is an exciting opportunity for an accomplished leader to take ownership of a large Customer Operations function, drive operational excellence, lead transformation initiatives, and contribute to the continued growth of the organization.

Key Responsibilities

• Lead and develop a large Customer Operations team within a Shared Services environment.
• Drive operational excellence, service quality, and continuous process improvement.
• Lead transformation and change management initiatives across the organization.
• Build strong relationships with key stakeholders across multiple functions and regions.
• Support the implementation of scalable, technology-enabled solutions.
• Develop leadership capabilities and foster a high-performing, engaged team culture.

Requirements

We are looking for candidates who have:

• At least 7 years of professional experience.
• A minimum of 3 years' experience managing managers or Team Leaders.
• Previous experience in Customer Operations, Customer Service, or a related function.
• Experience working in a Shared Services Center (SSC) or Global Business Services (GBS) environment.
• Fluency in English.
• A Continuous Improvement mindset.
• Proven experience leading large and diverse teams.
• Experience managing transformation and transition projects.
• A successful track record of building, scaling, and developing operational teams and structures.

Our Client Offers

• A collaborative and international working environment.
• The opportunity to work on impactful transformation projects.
• A competitive salary and annual bonus.
• A comprehensive benefits package.
• Company car.
• Hybrid working model.
• A highly visible leadership role with significant influence on business performance, people, and operational strategy.

If you are a strategic leader with a passion for operational excellence and people development, we'd love to hear from you.