Customer Service Manager – Saudi Arabia

About the role

The Customer Service Manager will lead Alcon’s Customer Operations in Saudi Arabia, ensuring an exceptional experience for surgical and vision‑care customers. Reporting to the Country Operations team, the role drives end‑to‑end order processes, service performance and continuous improvement across the supply chain.

Key responsibilities

• Lead, coach and develop Customer Operations teams for Surgical and Vision Care.
• Oversee the full order lifecycle – pre‑order, order/delivery, returns and distributor management.
• Collaborate with regional and local stakeholders to align with the GEM Supply Chain strategy.
• Monitor service KPIs, drive automation, compliance and cost‑efficiency initiatives.
• Identify and manage distributor relationships to maintain high customer satisfaction.

Required profile

• University degree or equivalent business experience.
• 3–5 years proven leadership experience in Customer Operations, OTI or Supply Chain.
• Strong people‑management skills within a matrix organization.
• Fluency in English and the local language; Saudi nationality required.

Required skills

• SAP (OTI modules) proficiency.
• Financial cost analysis capability.