Customer Service Manager

About the role

The Manager, Customer Operations Country at Alcon leads local Customer Operations teams to deliver an exceptional customer experience and supports the transformation toward intelligent, customer‑centric service centers aligned with the GEM Supply Chain strategy.

Key responsibilities

• Lead and coach Customer Operations teams across Surgical and Vision Care.
• Oversee end‑to‑end processes including pre‑order, order/delivery and returns.
• Collaborate with regional and local stakeholders to ensure alignment.
• Monitor service performance, KPIs and drive continuous improvement, automation and compliance initiatives.
• Identify and work with distributors, manage customer satisfaction and follow‑up.

Required profile

• University degree or equivalent business experience.
• 3–5 years proven leadership experience, preferably in Customer Operations, OTI or Supply Chain.
• Strong people‑management skills within a matrix organization.
• Experience driving change, process improvement and cross‑functional projects.
• Fluency in English and the local language(s); Saudi nationality required.

Required skills

• Strong SAP expertise (OTI modules).
• Financial cost analysis capabilities.