Customer Operations Leader, EMEA

We’re looking for an Operations Leader to join our OneSource team in UK.

In this role, you’ll drive operational excellence, empower staff, streamline processes, and partner closely with stakeholders to deliver outstanding customer outcomes. If you’re passionate about developing people, using data to guide decisions, and rolling up your sleeves to make things better every day, we’d love to hear from you.

More information about our OneSource services: OneSource Laboratory Solutions | PerkinElmer

This is a remote role with travel across EMEA.

Key Responsibilities:

• Orchestrate daily work activities and maintain proficiency in all processes for the support center and field Agent staff, ensuring the team feels supported in their day-to-day tasks.

• Champion continuous improvement initiatives across the team, encouraging staff to voice ideas for better ways of working.

• Drive the implementation of best practices and automation/standardization projects to reduce manual administrative burden on the team.

• Build robust mechanisms to control and report on Operational Performances, using data to make informed leadership decisions.

• Ensure Internal and External KPIs are met, coaching the team on how their individual contributions impact these metrics.

• Lead Root Cause Analysis into inconsistent outcomes and implement lasting results rather than quick fixes.

• Review and approve site-specific procedures, assuring alignment with global processes while advocating for local needs.

• Masterfully manage workload peaks: Identify resource constraints and dynamically reprioritize tasks across the team to prevent burnout and ensure critical deadlines are met.

• Lead high-value team meetings that go beyond status updates to share knowledge, solve pain points collaboratively, and streamline workflows using PE tools to optimize talent utilization.

• Partner with Delivery teams to ensure streamlined and consistent customer outcomes and feedback.

• Provide on-time monthly business review reports and other documentation to showcase team achievements and challenges.

• Ensure Quality requirements are met according to specific customer needs.

• Build a high-performing team: Interview, hire, and train new employees, monitoring progress and confirming proficiency before probationary periods expire.

• Act as a Mentor and Coach to foster employee growth, development, and high morale.

• Maintain employee training matrices to assure staff is proficient, confident, and up-skilled in all areas of their work responsibilities.

• Schedule and complete regular 1:1s and staff meetings to share information, celebrate wins, and identify opportunities for process improvement.

• Provide ad hoc support based on workload volume, demonstrating a willingness to "roll up your sleeves" to support the team during crunches.

Role requirements:

• Agility & Resilience: Demonstrated ability to succeed in a fast-paced environment, working on multiple projects with changing priorities and deadlines without losing composure.

• Industry Knowledge: Experience in a Life Science and Environmental Health area would be an asset.

• Leadership Experience: 3+ years of experience in a team-based customer service environment with 3-5 years of proven leadership required.

• People Development: Must have a track record of not just managing departments but developing the people within them to higher levels of performance and satisfaction.

• Customer Excellence: Deep understanding of what constitutes excellent Customer Service.

• Work Ethic: Demonstrated high-level work ethic and organizational skills are a "must-have."

• Attention to Detail: Strong attention to detail and demonstrated accurate information transcription.

• Technical Skills: Excellent Excel skills; Experience in SAP/ECC/ServiceMax is Essential.

• Methodology: Project management experience desirable; Experience in Lean or Six Sigma desirable.

• Communication: Ability to communicate effectively both internally & externally; orally and in writing.

• Language: Excellent verbal & written communication skills; fluent business English, French language knowledge will be desired.

Competencies:

• Management/Project Management - Sets goals and engages the team around them

• Empowering Leadership: Sets clear goals and engages the team around them, fostering an environment where team members feel autonomous and motivated.

• Talent Development: Develops and implements processes to proactively attract, select, and retain top, diverse talent. actively coaches staff to help them grow their careers.

• Customer Focus: Understands and acts on the needs of the internal and external customer, ensuring the team understands the "why" behind their work.

• Learning Mindset: Has an attitude that predisposes you to be open to new experiences. You believe you can and will learn, and you encourage your team to view challenges as opportunities to grow.

• Business Acumen (Enterprise Mindset): Has a strong understanding of customer needs, industry knowledge, and financial performance. Displays organizational insight to leverage the internal matrix for optimal outcomes.

• Professional Presence: ​Conveys self-confidence and communicates clearly. Influences and inspires others through being authentic, self-aware, and persuasive, building trust and goodwill even during high-pressure situations.

• Travel Requirements: Must be willing to make international trips across EMEA on a regular basis approximately 25-50%.