Head of Customer Operations Uk

Head of Customer Operations - UK & Ireland

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, you’ll 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.

Job Profile:
We foster an inclusive culture and are looking for diverse, talented people to join our team.

This role plays a pivotal role in delivering a best-in-class experience to both our surgical and FMCG customers. Working with our International Customer Operations team, this role requires a strong leader capable of managing the experience across all touch points from pre-order to return. As we shift into an intelligent shared service model, this role will manage the development and roll out of UK specific solutions, integrating new technologies and tools to improve efficiency and offer a streamlined and more assessable service.

We are seeking a strong cross-functional lead and inspirational people manager with exceptional customer focus who can drive for results across franchises and across functional projects and build strategic working relationships.

In this role, a typical day will include:

- Taking ownership of the organizational design of the team, maximising performance from existing structure whilst identifying opportunities to capitalise on benefits of integrating shared service elements in partnership with regional and global colleagues
- Developing a culture in line with International Operations Vision to make every customer touch point brilliant. Lead, manage and coach associates across the customer operations matrix to help bring this vision to life.
- Maintaining and improve customer satisfaction benchmarks, creating robust processes to capture customer pain points to allow for continuous improvement opportunities. This could include opportunities to enhance communications, digitalise or automate processes to ease burdens of customers.
- Driving collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in
- and external partners, initiate, and manage improvement projects beyond CO with cross-functional teams (BUs, Finance, AGS and Com. Ops.)
- Working with key contacts across our supply chain and logistics functions to ensure changes to operating models and structures are clear and fully training activities have been undertaken

What you’ll bring to Alcon:

- Proven experience leading divisions comprising of numerous people managers within in complex supply organization, ideally within a medical, food or short shelf-life environment.
- Strong project management or operational improvement background with a demonstrable record of enhancing customer experience through data driven process improvements
- Experience in delivering complex people change work streams, including identification of learning needs, able to partner with other functions to ensure our people are confident in dealing with new models
- Proven experience managing deadlines/prioritizing workload with key stakeholders
- Direct budget management experience
- Tactical and operational leadership of an order and logistics focused function
- Strong customer focus, mind-set to drive for results across franchises and across functional projects and for building strategic working relationships
- Strong communicator and motivator. Communicates effectively to Management, key stakeholders and business process experts
- experience driving process improvements within OTI, related functions and Business Units

How can you thrive at Alcon?
- Collaborate with peers to share best practices and learnings as work evolves
- See your career like never before with focused growth and development opportunities
- Comprehensive benefits package for you and your family
- Individual development plan
- Employee Recognition Scheme
- Open, friendly and collaborative culture

Alcon Careers

See your impact at