At PPG, we are looking for an experienced and inspiring leader to join our Customer Service organization in EMEA. This is a unique opportunity to lead a large, multifunctional team supporting critical business operations across Customer Support, Order Management, Export Compliance, Pricing, Reporting, Data Management, Business Analysis, and Product Analysis.
As a Senior Customer Service Operations Manager, you will play a key role in shaping service delivery excellence across the region, driving continuous improvement initiatives, and building strong partnerships with business stakeholders. You will lead a team of leaders and specialists, balancing strategic priorities with operational execution while contributing to both regional and global initiatives.
This role reports to: Head of Customer Service Operations
Location: Curie-Skłodowskiej 12, Wrocław
Work Model: Minimum 3 days in the office/week
Key Responsibilities:
Lead, coach, and develop a team of leaders and specialists, fostering a culture of high performance, accountability, and continuous improvement.
Oversee end-to-end Customer Service operations, including order management, customer support, pricing, reporting, export compliance, and data management activities.
Ensure efficient workload planning, resource utilization, cross-training, and operational continuity across teams.
Build strong relationships with business stakeholders across EMEA and act as a trusted partner to internal customers.
Drive process optimization, automation, and operational excellence initiatives to improve service quality and efficiency.
Support the resolution of complex customer escalations and business-critical issues.
Monitor team performance, KPIs, SLAs, and business metrics, providing insights and recommendations to senior leadership.
Ensure data accuracy, compliance, reporting quality, and adherence to company policies and regulatory requirements.
Lead or support process transitions, organizational changes, and continuous improvement projects.
Collaborate with cross-functional teams to align customer service activities with business priorities and strategic goals.
Promote PPG values and foster a culture of engagement, learning, and development.
Our Requirements:
Bachelor's degree or equivalent professional experience; Master's degree is a plus.
Minimum 5 years of leadership experience within Customer Service, Order Management, Shared Services, Supply Chain, or a related environment.
Proven experience managing large teams and complex operational structures.
Strong people leadership, coaching, and stakeholder management skills.
Fluency in English.
Excellent communication, presentation, and influencing skills.
Strong analytical, problem-solving, decision making, and organizational capabilities.
Customer- and business-oriented mindset with a focus on operational excellence and continuous improvement.
Experience leading transformation, process improvement, or automation initiatives.
Strong proficiency with MS Office and experience working with ERP, CRM, and reporting tools.
Ability to manage multiple priorities and drive results in a dynamic environment.
How we work: At PPG, we bring teams together to accelerate collaboration and career development, with in-person work Monday through Thursday and the opportunity to work remotely on Flexible Fridays. Schedules may vary by location.
About us:
PPG: WE PROTECT AND BEAUTIFY THE WORLD ®
Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @PPG on X.
The PPG Way 2030
We are customer champions
Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, move fast and don’t stop until we solve their biggest challenges. When our customers win, we all grow.
We act with purpose and speed
Agile.…