Director of Customer Operations & Transformation

Your future company

Some leaders run operations. Others change what operations can achieve.

We are looking for a senior leader to take ownership of Customer Operations in an international business environment - someone who can connect strategic thinking with operational excellence, challenge established ways of working, and turn complexity into measurable business results.

This is an opportunity to shape the future of a sizeable organization, lead through experienced Team Leaders, and influence decisions across Customer Service, Sales, and Supply Chain. The role goes beyond day-to-day performance management: it calls for a leader who can see the bigger picture, navigate a complex stakeholder landscape, and translate business priorities into sustainable change.

Based in Warsaw, the position offers broad exposure to international stakeholders and the opportunity to make a tangible impact on how processes, teams, and customer service capabilities evolve.

Requirements

• Proven Order-to-Cash (O2C) expertise - strong, practical knowledge of the end-to-end process is essential.
• Leadership experience - at least 5 years in a management role within Customer Service, Customer Operations, or Supply Chain, ideally in an international organization.
• People leadership - experience managing larger teams, preferably through Team Leaders, with the ability to develop leaders and build accountability.
• Business and strategic mindset - the ability to connect operational performance with broader business objectives and customer needs.
• Transformation experience - a track record of improving business processes, leading organizational change, and driving operational efficiency.
• Stakeholder management - confidence in working across functions and influencing stakeholders in a complex, international matrix environment.
• Systems and analytical skills - practical knowledge of SAP (R/3, Cobalt, or S/4HANA) and MS Office, supported by strong analytical capabilities.
• Education - a Master's degree in Business Administration or a related field.
• Languages - advanced English is required; intermediate or higher German proficiency would be an advantage.

Responsibilities

• Shape the future of Customer Operations by defining the direction of the function and aligning its operating model with evolving business priorities.
• Lead through leaders by setting direction for three Team Leaders, strengthening their decision-making capabilities, and building a high-performing organization of approximately 50-60 employees.
• Connect operations with business strategy by partnering with Sales and business leadership on customer service models, service levels, and solutions tailored to specific business needs.
• Drive end-to-end O2C performance by ensuring effective process delivery, identifying structural inefficiencies, and translating business priorities into sustainable operational improvements.
• Lead transformation and change by advancing process standardization, automation, digitalization, and the adoption of best practices.
• Build cross-functional alignment across Customer Service, Supply Chain, Planning, and Transport Management, working with stakeholders in Poland and international markets.
• Turn performance insights into action by using KPIs, reporting, and data analysis to improve service quality, productivity, cost efficiency, and customer satisfaction.
• Build organizational capabilities by developing talent, strengthening collaboration, and preparing teams for changing business requirements.
• Ensure operational governance by maintaining compliance with internal standards, policies, and applicable EHS requirements.

The offer

• Strategic impact - the opportunity to shape Customer Operations, influence business decisions, and drive meaningful organizational change.
• Leadership at scale - responsibility for a sizeable organization, leading through three Team Leaders and developing a high-performing team.
• International exposure - close collaboration with global stakeholders and business leaders across Customer Service, Sales, and Supply Chain.
• Transformation ownership - the opportunity to drive process excellence, automation, digitalization, and long-term operational improvements.
• Competitive compensation - a monthly salary of approximately PLN 27,000 - 32,000 gross, complemented by a company car with a choice of brand.
• Hybrid flexibility - a Warsaw-based role with a 3-day office / 2-day remote working model.
• Additional benefits - access to the company's standard benefits package.