European Customer Service Process & Analytics Manager (mfd)

The European Customer Service Process & Analytics Manager is responsible for providing visibility structure and insights across Customer Service operations throughout Europe. The role focuses on mapping and analyzing end-to-end processes and developing RACI frameworks delivering regular and ad hoc business reporting and identifying opportunities for process improvement and automation.

Working closely with Customer Service teams IT and key business functions the position serves as a central point for process documentation operational analytics and continuous improvement initiatives. The role does not own business processes or automation projects but facilitates understanding alignment and execution by providing expertise analysis and coordination.

Key Responsibilities

Process Mapping & Documentation

• Map document and maintain end-to-end Customer Service processes across Europe
• Create process flows workflows SOPs and supporting documentation.
• Identify process variations bottlenecks inefficiencies redundancies and gaps.
• Establish a central repository of process and Customer related documentation.
• Support process standardization and harmonization initiatives.

RACI Development & Process Alignment

• Facilitate cross-functional workshops to clarify process responsibilities and handoffs.
• Develop and maintain RACI matrices for Customer Service processes and interfaces with other functions.
• Ensure role and responsibility documentation remains current and aligned with organizational changes as well as ISO 9001 standards
• Support improved accountability and collaboration across departments.

Reporting & Analytics

• Own European Customer Service reporting and performance visibility.
• Produce regular operational KPI and management reports.
• Deliver ad hoc reporting and analysis to support decision-making.
• Develop and Maintain dashboards scorecards and analytical tools.
• Analyze performance trends and propose opportunities for improvement.
• Ensure data quality consistency and reporting accuracy.

Automation & Continuous Improvement

• Identify manual activities and opportunities for automation.
• Collaborate with IT and business stakeholders to translate business needs into automation requirements.
• Support process improvement and digitalization initiatives.
• Participate in testing validation and implementation activities.
• Track benefits and performance improvements resulting from implemented solutions.

Cross-Functional Collaboration

• Partner with Customer Service teams across Europe.
• Collaborate with Sales Supply Chain Finance Logistics Operations and IT as SPOC of CS.
• Facilitate alignment between business functions on process flows and responsibilities.
• Support change management and communication efforts related to process improvements.

Qualifications :

• Bachelors degree in Business Administration Operations Supply Chain Information Systems or related field.
• Significant experience within Customer Service Order-to-Cash Process Improvement or Business Operations.
• Fluent in English 
• Strong experience with process mapping and workflow documentation.
• Experience developing management reporting and KPI dashboards.
• Experience supporting automation and continuous improvement initiatives.
• Experience working in a multinational and cross-functional environment.
• Deep understanding of SAP Order-to-Cash processes.
• Experience analyzing and extracting SAP data for reporting and process improvement.
• Advanced Excel Skills

Additional Information :

Reports to: European Customer Service Director 

All your information will be kept confidential according to EEO guidelines.

O-I is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class. If because of a medical condition or disability you need a reasonable accommodation for any part of the application process or in order to perform the essential functions of a position please contact O-I at and let us know the nature of your request and your contact information.

Remote Work :

No

Employment Type :

Full-time