Customer Service Manager

Alcon is a global leader in eye care, dedicated to improving quality of life through innovative vision solutions. The Manager, Customer Operations Country plays a key role in delivering an exceptional customer experience by leading local Customer Operations teams and supporting Alcon’s transformation toward intelligent, customer‑centric service centers aligned with the GEM Supply Chain strategy.

Please note that for this role Saudi Nationality and English CV is required

Typical Day in This Role

You will lead and coach Customer Operations teams across Surgical and Vision Care, oversee end‑to‑end processes (pre‑order, order/delivery, returns), collaborate closely with regional and local stakeholders, monitor service performance and KPIs, and drive continuous improvement, automation, and compliance initiatives to ensure high service levels and operational efficiency. You will work and identify distributors, manage customer satisfaction and follow.

What You’ll Bring to Alcon

• University degree or equivalent business experience
• 3–5 years of proven leadership experience, ideally in Customer Operations, OTI, or Supply Chain
• Strong people management skills within a matrix organization
• Experience driving change, process improvement, and cross‑functional projects
• Fluency in English and local language(s)
• Strong SAP (OTI modules) and financial cost analysis skills

How You Can Thrive at Alcon

At Alcon, you thrive by putting customers first, challenging the status quo, and leading with purpose. You’ll succeed by building strong relationships, fostering an engaging team culture, driving innovation and automation, and delivering results while maintaining the highest standards of quality, compliance, and collaboration across functions.

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