PerkinElmer Is Hiring A Global Account Customer Operations Lead

Join Our Team as a Global Account Customer Operations Lead (French Speaker) 🌍

We are seeking a dynamic and experienced professional to lead customer operations on a global scale, partnering with stakeholders and developing a high-performing team in Kraków, Poland.

Location

Town of Poland, Kraków (Hybrid model: 3 days in-office at Quattro Business Park)

Job Reference

REQ-056746

About the Role

As our Global Account Customer Operations Lead, you will drive operational excellence, empower staff, streamline processes, and build strong stakeholder relationships to ensure exceptional customer outcomes. If you're passionate about developing talent, leveraging data for decisions, and improving processes daily, we want to hear from you! 🚀

Key Responsibilities

• Operational Management: Orchestrate daily activities, support team processes, and ensure proficiency among support center and field agents.
• Continuous Improvement: Lead initiatives to enhance workflows and encourage staff ideas for better practices.
• Automation & Standardization: Implement best practices and automation projects to reduce manual work.
• Performance Analytics: Build mechanisms to monitor, control, and report on operational performance using data-driven insights.
• KPI Management: Ensure internal and external KPIs are met; coach team members on their contribution impacts.
• Root Cause Analysis: Investigate inconsistent outcomes and implement sustainable solutions.
• Procedures & Compliance: Review site-specific procedures, ensuring alignment with global standards while considering local needs.
• Workload Management: Prioritize tasks dynamically to prevent burnout during peak times.
• Team Meetings & Collaboration: Lead impactful meetings to share knowledge, tackle pain points, and optimize resource utilization using PE tools.
• Stakeholder Partnering: Collaborate with delivery teams for consistent and streamlined customer outcomes and feedback.
• Reporting & Documentation: Provide timely business review reports outlining team achievements and challenges.
• Quality Assurance: Maintain high-quality standards tailored to customer needs.
• Team Building: Hire, train, and develop talent; monitor progress and proficiency.
• Mentorship & Coaching: Foster growth, engagement, and morale through coaching and regular development sessions.
• Training &Up-skilling: Maintain training matrices to ensure ongoing proficiency.
• Support During Peak Times: Demonstrate flexibility by assisting team during workload surges.

Role Requirements

• Agility & Resilience: Thrive in fast-paced environments; handle multiple priorities confidently.
• Leadership Experience: Over 3 years in customer service teams with 3-5 years in leadership roles.
• Language Skills: Excellent communication skills in English and French.
• People Development: Proven track record of developing team members to higher performance levels.
• Customer Excellence: Deep understanding of delivering outstanding customer service.
• Industry Knowledge: Experience in Life Sciences or Environmental Health is a plus.
• Work Ethic & Organisation: High organizational skills with a strong work ethic.
• Attention to Detail: Accurate and precise information handling.
• Technical Skills: Proficiency in Excel and experience with SAP/ECC/Service Max essential.
• Methodological Experience: Project management and familiarity with Lean or Six Sigma methodologies desirable.
• Communication Skills: Effective internal and external communication, both orally and written.

Core Competencies

• Management & Project Management: Ability to set goals, motivate, and lead project teams effectively.