OTC Customer Service Manager

Are you an experienced Customer Service or OTC professional looking for an opportunity to build and lead a team within a global organization? We are currently recruiting an OTC Customer Service Manager for an international company expanding its operations in Warsaw. This is a unique opportunity to play a key role in building a new team, shaping processes, and driving operational excellence.

Key Responsibilities

• Build, lead, and develop a Customer Service team
• Drive employee engagement, performance, and professional development
• Monitor and improve team KPIs and service quality
• Support process optimization and continuous improvement initiatives
• Cooperate with cross-functional stakeholders across Operations, Finance, Supply Chain, and Sales
• Manage customer escalations and ensure high service standards
• Support transition, stabilization, and growth of Customer Service operations
• Foster a customer-centric culture and high-performing team environment

Requirements

• Previous experience in a leadership role within Customer Service, OTC, Order Management, Shared Services, or Supply Chain
• Proven people management experience
• Experience leading teams through change, growth, or transformation
• Strong stakeholder management and communication skills
• Customer-focused and results-oriented mindset
• Fluent English

Nice to Have

• Experience within Order-to-Cash (OTC) processes
• SAP knowledge
• Experience in SSC/GBS/BPO environments
• Background in transition, migration, or team build-up projects

What We Offer

• Opportunity to build and shape a new team from the ground up
• International environment with exposure to global stakeholders
• Hybrid working model
• Attractive salary and benefits package
• Long-term career development opportunities
• A chance to make a real impact in a growing organization
• 20% Annual bonus

If you enjoy building teams, developing people, and driving operational excellence, we would love to hear from you!

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.

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#1202412 - Natalia Dziubek