Global Accounts Customer Operations Senior Manager
Description -
Job Summary
• This role leads the GT1 Americas Customer Operations organization, overseeing both manager and individual contributors, with accountability for operational performance, customer experience and talent development. It drives a high-performance culture focused on collaboration, accountability, continuous improvement and building future-ready capabilities.
• The role is accountable for driving operational excellence across the Order-to-Cash lifecycle, ensuring predictable, efficient, and scalable execution for Global Accounts. Acting as a key operational partner to Sales, customers, and cross-functional stakeholders, it drives customer satisfaction, business performance and the resolution of complex operational challenges
• The role actively contributes to Enterprise Operations, Supply Chain, and Global Customer Operations strategies and transformation initiatives, including process harmonization, digitalization, automation, and AI adoption. It influences the development of global processes and capabilities while embedding Design for Operations principles into customer solutions, ensuring sustainable and scalable operational models.
Responsibilities
• People Leadership & Talent Development: Leads, coaches, and develops manager and individual contributors, fostering a high-performance, inclusive and collaborative culture. Drives talent development, succession planning, and the evolution of organizational skills and capabilities.
• Operational Excellence & Performance: Drives Customer Operations performance across Global Accounts Americas, ensuring efficient and predictable execution, operational discipline and continuous improvement in customer experience and business outcomes.
• End-to-End Execution & Accountability: Orchestrates Order-to-Cash execution across functions, proactively addressing operational challenges, managing escalations, and ensuring effective coordination with Supply Chain, Logistics, Finance, Sales and other stakeholders.
• Customer & Sales Partnership: Acts as a trusted operational partner to Sales leaders, customers and key stakeholders, providing operational insights, resolving complex business challenges, and identifying opportunities to improve customer experience and support business growth.
• Design for Operations & Solutioning: Partners with Sales and cross-functional teams to influence the operational design of new customer solutions, commercial agreements, and account transitions, ensuring operational feasibility, efficiency and scalability from the outset.
• Strategy & Global Alignment: Contributes to the development and execution of Global Customer Operations and Enterprise Operations strategies, influencing global processes, standards, and capabilities while ensuring alignment with Americas business and customer requirements.
• Transformation, Digitalization & AI: Drives process simplification, harmonization, automation, and team driven / local AI-enabled transformation, identifying opportunities to improve productivity, reduce operational friction and evolve organizational capabilities.
• Business Performance & Financial Impact: Leverages operational KPIs, customer insights, and financial indicators to identify risks and improvement opportunities, supporting revenue execution, cash performance, cost efficiency and informed business decision-making.
• Risk Management & Business Continuity: Anticipates and mitigates operational and customer-related risks, ensures effective escalation management and develops proactive approaches to protect customer commitments and business continuity.
• Cross-Functional Influence & Change Leadership: Builds strong partnerships across functions, geographies, and organizational levels, influencing decisions and leading change initiatives to improve end-to-end execution and organizational effectiveness.
• Governance & Compliance: Ensures adherence to company policies, operational controls,…