The Role
Leads the EMEA Customer Operations team, overseeing order management, customer service, operational efficiency, KPIs, escalations, compliance, order fulfillment, and revenue support. The role manages and develops employees, drives process improvement and automation, collaborates across Sales, Finance, Legal, and IT, and ensures strong customer experience and business performance.
Summary Generated by Built In
Summary:
VIAVI (NASDAQ: VIAV) has a 100+ year history of technical innovations that have evolved to keep pace and address our customers’ most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high-performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets.We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.
We are seeking an experienced and customer-focused leader to manage our EMEA Customer Operations team. This role is responsible for driving operational excellence across order management and customer service while ensuring outstanding customer experience, compliance, and business performance.
Duties & Responsibilities:
- Lead, coach, and develop a high-performing Customer Operations team.
- Drive operational efficiency, process improvements, and service excellence.
- Monitor KPIs, customer satisfaction, and operational performance metrics.
- Manage customer escalations and ensure timely resolution.
- Partner cross-functionally with Sales, Finance, Legal, IT, and other business functions.
- Ensure compliance with company policies, audit requirements, and internal controls.
- Support revenue, backlog, order fulfillment, and order management processes.
- Lead continuous improvement and automation initiatives.
- Foster a culture of accountability, collaboration, and customer focus.
Pre-Requisites / Skills / Experience Requirements:
- Bachelor's degree or equivalent experience.
- 7+ years of experience in Customer Operations, Order Management, Customer Service, or similar functions.
- Fluent German and English.
- 3+ years of people leadership experience.
- Strong analytical, communication, and problem-solving skills.
- Experience with ERP systems (Oracle, SAP, or similar).
- Experience working in a compliance-driven and fast-paced environment.
What We're Looking For:
- Strong people leader who inspires and develops teams.
- Customer-first mindset with a passion for operational excellence.
- Ability to manage change, drive results, and influence across functions.
- Data-driven decision maker with a continuous improvement mindset.
Join VIAVI and help deliver exceptional customer experiences while leading a critical EMEA operations function.
#LI-Hybrid
Skills Required
- Bachelor's degree or equivalent experience
- 7+ years of experience in Customer Operations, Order Management, Customer Service, or similar functions
- Fluent German and English
- 3+ years of people leadership experience
- Strong analytical, communication, and problem-solving skills
- Experience with ERP systems such as Oracle, SAP, or similar
- Experience working in a compliance-driven and fast-paced environment
VIAVI Solutions Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about VIAVI Solutions and has not been reviewed or approved by VIAVI Solutions.
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Leave & Time Off Breadth — Time off options are described as generous, including paid time off with flexible scheduling and work-from-home arrangements. Feedback suggests some teams implement unlimited or discretionary PTO and respect balance through flexible start times.
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Healthcare Strength — Health coverage is portrayed as comprehensive, spanning medical, dental, vision, life, disability, wellness initiatives, annual health exams, and emergency medical coverage for travel. Strong medical allowances and an employee assistance program further reinforce perceived coverage depth.
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Strong & Reliable Incentives — Incentive programs are highlighted through variable pay and bonus structures that can augment base pay. Feedback suggests twice-yearly bonuses may occur when company performance supports it.
VIAVI Solutions Insights
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The Company
What We Do
VIAVI Solutions (NASDAQ: VIAV) is a global leader in both network and service enablement and optical security performance products and solutions. Our technologies contribute to the success of a wide range of customers – from the world’s largest mobile operators and governmental entities to enterprise network and application providers to contractors laying the fiber and building the towers that keep us connected
