Customer Operations Improvement Manager

Your Job

Reporting to the Customer Operations and Transformation Manager for EMEA, you will manage a team of four Subject Matter Experts. Your main focus will be on identifying and implementing process improvements for Customer Services and Sales across Europe.

The role is based at Guardian’s Global Hub in 10th of Ramadan city, Sharqia Egypt where we deliver services across the Middle East, Asia Pacific, and Europe.

What You Will Do

• Lead digital transformation initiatives and projects, developing and implementing process improvement strategies, including the integration of new software.
• Oversee a team of Subject Matter Experts specializing in CRM and digital transformation.
• Identify business needs related to Salesforce, E-commerce and RPA and drive enhancements and implementations.
• Support the digital adoption of the E-commerce portal and RPA in EU and success reporting.
• Foster SME capability development across EU, AME and APAC regions.
• Support the development of internal and external communications regarding Salesforce and E-commerce portal
• regarding Salesforce and the E-commerce portal, including the launch of new features.
• Act as a speaking partner for the CBP team and for other regional/global cross-departmental functions/projects (e.g., logistics, demand planning, IT) for topics impacting/regarding Inside Sales and Sales in Salesforce
• Seek for process automation and optimization in EU Inside Sales and Sales
  
  
  

Who You Are (Basic Qualifications)

• Proven experience in process improvement and change management within a customer service environment.
• Demonstrated leadership skills with experience managing a team and cross-functional teams.
• Fluent in English, both written and spoken.
• Excellent communication and interpersonal skills with ability to influence in others.
• Strong analytical skills with the ability to leverage data to drive decisions.
  
  
  

What Will Put You Ahead

• Proven success in leading digital transformation initiatives and projects, including new software implementation and driving adoption among users and customers.
• Experience with Salesforce, E-commerce portals and ERP systems.
• Cross regional experience.
  
  
  

What We Offer

• Join a multicultural company with significant growth and personal development opportunities.
• A supportive working environment that encourages autonomy and personal initiative.
• Competitive compensation package reflecting your contributions
• Additional benefits including transportation allowance, medical and life insurance.
• Office-based role with the flexibility of remote work on Fridays
  
  
  

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are

Guardian is a diversified global manufacturing company headquartered in Auburn Hills, Michigan, with leading positions in float glass and fabricated glass products for commercial, residential and transportation applications; automotive trim; and the distribution of building products. Through its research and development centres (Science & Technology Centre for glass and Advanced Development Centre for automotive), Guardian is at the forefront of innovation. Its automotive trim group, SRG Global, is one of the world’s largest manufacturers of chrome-plated plastic parts for the automotive, commercial truck and consumer goods industries. Guardian, its subsidiaries and affiliates employ 18,000 people and operate facilities throughout North America, Europe, South America, Africa, the Middle East and Asia.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.