Head of Customer Operations DACH (mwd)

At Alcon we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly champion progress and act with speed as the global leader in eye care. Here youll be recognized for your commitment and contributions and see your career like never before. Together we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse talented people to join Alcon.

As a Head of Customer Operations DACH (m/f/d) based in Freiburg . or Aschaffenburg supporting both Surgical and Vision Care franchises you will play a key role in leading and optimizing end-to-end customer operations across the region.

In this role a typical day will include:

• As the leader of a cluster of approx. 50 people you will be accountable for the overall quality of customer service delivery meaning you will systematically manage KPIs of the function and drive accurate and timely resolution for customer operations related queries via your local and shared service teams.

• You will drive transformation in your organization as per our global Q2C (Quote-to-Cash) strategy enhancing CX providing innovative and valued services with an aspiration to be the leaders in med tech companies offering best in class tools & services. You will collaborate with the teams located in our shared service centres to ensure a continuous high quality of service.

• You will drive operational efficiencies and continuous improvement by redesigning organizational structures and processes (including virtual and physical centralization opportunities).

• You will develop the right culture and empower your people in line with the International Customer Operations vision to make every customer touch point brilliant.

• You will operate compliant and efficient processes with the highest level of contribution to the commercial and economic success customer loyalty reputation and culture of Alcon. A key enabler will be the high positive impact you will aim to bring on both internal and external associates stakeholders and customers.

WHAT YOULL BRING TO ALCON:

• Education: University or comparable business degree.

• Languages: Fluently read write understand and communicate in English and German other languages are a plus.

• Experience:

  • Extensive 5-7 years proven leadership experience with strong business acumen and functional expertise in OTI/QTC or Customer Service or Supply Chain Management.

  • Proven strong management & leadership skills within a matrix organization managing deadlines prioritizing workload with key stakeholders.

  • Experience in change management transformation implementing digital tools the ability to drive process improvements.

  • Experience in managing multiple countries remote teams and cultural backgrounds.

  • Proven experience in unlocking efficiencies managing budget/financial targets.

• Excellent technical skills innovation courage and result focus as key values.

• Strong customer focus mind-set to drive results across franchises and across functional projects and for building strategic working relationships.

• Strong communicator who shares information effectively with management key stakeholders and business process experts.

• Competencies to attract and recruit talent motivate teams delegate effectively and manage performance.

• Ability to assess risks prioritize items in stretched timelines and influence prompt action.

HOW YOU CAN THRIVE AT ALCON:

• Experience excellent onboarding from your very first day at one of the Top Employers of 2025(*) and explore the diverse development opportunities within national and international departments.

• You will be part of a dynamic and supportive team where every voice is heard and different perspectives are embraced. Alcon fosters an environment where innovation and continuous learning are encouraged empowering you to contribute your ideas and drive meaningful change.

• You get the chance to help people see brilliantly. You will play a big part in making a difference in the lives of patients and be part of a company with a clear purpose cutting-edge innovation and breakthrough technology in eye-care.

• Benefit from an attractive compensation package complemented by extensive perks.

(*) Recognized by the Top Employer Institute the global authority on certifying excellence in employee conditions.

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