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