Manager Customer Support Operations

Manager Customer Support Operations

Manager Customer Support Operations

As Manager Customer Support Operations you will be responsible for leading and integrating the Service Desk team and the Strategic Customer Support team under one consolidated leadership structure.

You will manage and develop the supervisors of both teams and ensure operational excellence scalability and a consistent high-quality customer experience across all support channels.

This is a role with a strong focus on strategy tactical execution and continuous improvement where you will leverage synergies between teams optimise processes and drive efficiencies while keeping the customer at the centre of everything you do.

RESPONSIBILITIES

• Lead coach and develop the supervisors of the Service Desk and Strategic Customer Support teams including performance management talent development succession planning and capability building.
• Own the end-to-end performance of both teams ensuring consistent service levels customer satisfaction and operational efficiency across standard and strategic customer support.
• Drive alignment collaboration and knowledge sharing between the Service Desk and Strategic Customer Support teams to maximise synergies and eliminate duplication or inefficiencies.
• Translate business strategy into clear operational priorities targets and execution plans for both teams.
• Monitor and review operational KPIs using Visual Management and performance data to identify trends risks and improvement opportunities.
• Sponsor and lead continuous improvement initiatives leveraging Fortive Business System tools and structured problem-solving methodologies.
• Partner closely with cross-functional stakeholders (Sales Service Operations Finance and IT) to support strategic customers service scalability and business growth.
• Ensure robust processes clear governance and consistent ways of working across both teams.
• Act as an escalation point for complex customer or operational issues ensuring timely resolution and long-term corrective actions.
• Foster a collaborative accountable and high-performance culture with a strong focus on engagement ownership and customer focus.

EDUCATION / EXPERIENCE REQUIREMENTS

• Bachelors degree or proven equivalent experience in Customer Support Operations or a related field.
• Solid experience in managing managers or supervisors within a customer-facing or operational environment.
• Experience working in an international matrixed organisation is strongly preferred.
• Proven track record in driving operational improvements change initiatives and cross-team collaboration.

SKILLS AND COMPETENCIES

• Strong leadership presence with the ability to operate at both strategic and tactical levels.
• Excellent stakeholder management and communication skills across different functions and seniority levels.
• Strong analytical and problem-solving capabilities with experience using KPIs and data to drive decision-making.
• Proven ability to lead change simplify complexity and build scalable sustainable processes.
• High level of ownership resilience and accountability.
• Strong digital literacy including Microsoft Office and operational performance systems.
• Ability to balance people leadership operational control and strategic improvement initiatives.
  

WHAT WE OFFER

• A multicultural and informal environment focused on inclusion and diversity.
• Full-time contract with a hybrid work model (minimum 3 days in office 2 days remote).
• Flexible office hours (start between 7:309:00 am end between 4:006:30 pm).
• Opportunities for growth and development within a global company.
• Access to Fortive Business System tools with the possibility to become a specialist or champion.
• Leadership training coaching and mentoring programs.