Director CSO East Europe

Job Summary

The Director Customer Service Operations East Europe is responsible for leading a designated area customer service operations team, delivering services at customer sites or remotely including installations, maintenance and issue resolution with the highest level of service quality, safety and required profitability. The role also includes optimizing service performance and partner across functions to deliver a reliable, efficient and customer-focused operation.

In this role, you will be responsible for managing large and complex geography spanning several regions, interfacing with Managing Director, Services Director and market area teams and will be member of CSO EMEA leadership team.

This role can be based in Poland, Hungary or Serbia, or any of our Tetra Pak offices in East Europe.

What you will do

• Responsible for the delivery of services at customer site including, installations, maintenance, and issue resolutions
• Support capability building, talent development, and succession planning within the function to secure the capacity and capability to meet customer needs.
• Lead employee engagement activities with the Field Force, working on behalf of Tetra Pak and Services mission, strategy and leadership behaviors
• Develop the Service Delıvery team into a world class service organization through applying IR, PSM, Six Steps and other relevant processes. Drive productivity through optimal utilization rates, efficiency and Flex Zone development
• Participate on the market area MLT and CSO Leadership team, IR team, relevant KA teams, and country committees as required. Contribute to profitable sales growth through identification of service opportunities and service delivery improvements in collaboration with Market Operations
• Ensure all local OHS regulations, company policies and procedures are adhered to. Participate in local OHS steering team lead by local OHS officer, to support the operational implementation of the OHS system across in the Field Force
• Secure adoption of digitalization and apps in own area and the transformation of CSO in the respective geography

We believe you have

• Degree in Engineering or Business Administration. Master’s degree is a plus
• Minimum 5 years’ experience of Operations Management leading large multicultural regional teams, across boundaries is preferred
• You bring solid experience from customer service, service operations, or another relevant operational leadership environment
• You have strong people leadership skills and experience leading through others
• You are able to balance day-to-day delivery with longer-term improvement and strategic direction
• You work effectively across functions and know how to build trust and momentum in a matrix environment
• You use data and operational insight to guide decisions and improve performance
• You communicate clearly, set direction, and create follow-through
• You are comfortable navigating complexity, change, and stakeholder expectations
• Strong productivity, collaboration and continuous improvement focus
• Organization agility, transformation and decision-making skills
• Leadership behaviours, advanced communication skills and stakeholder management