Head of Customer Operations

Head of Customer Operations (France)

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.

Job Profile:
We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As the Head of Customer Operations, you will lead Customer Operations (CO) locally/in cluster and transform CO into intelligent E2E service centres, which enhance customer experience, provide innovative and valued services with an aspiration to be the leaders in med tech companies, offering best in class tools & services and this in close collaboration with the Head of Europe Customer Operations and in line with the overall CO International vision and strategy.

In this role, a typical day will include the following:

- Manage the CO team and the operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally / within the cluster.
- Drive operational efficiencies and continuous improvement by redesigning organizational structures and processes (including virtual and physical centralization opportunities).
- Develop a culture in line with International Operations Vision to make every customer touch point brilliant.
- Align within the region and with the Head of Europe Customer Operations on the transformation plans of the function into intelligent E2E service centers and to become a more customer centric organization and execute against those plans.
- Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation and culture of Alcon.
- Have high positive impact on both internal and external associates, stakeholders and customers.
- Execution of CO strategy, organizational design of teams and processes within local market / cluster with following scope:

- Pre order stream: preparation of Tender, management of Quotes and Contracts, creation and maintenance of Customer-, Price-, and Material Master data.
- CO optimization, standardization and automation execution, including virtual and physical centralization, including leveraging regionally provided services
- Own all CO processes on country / cluster level and build and foster trusting relationships between the CO functions and other local functions like: Business Franchises Sx and VC, Supply Chain to ensure smooth transactions in line with Franchise needs.
- Ensure effective communications towards key stakeholders, both internal and external.
- Support the implementation of changes through coordination of activities within the country / cluster and with the AGS shared service centre.
- Ensure consistently high service levels measured by key internal and external performance measures for internal and external service providers.
- Permanently assess and adapt relevant processes and organizational structures for CO processes to increase customer satisfaction. This includes optimization, automation and centralization initiatives.
- Drive collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in
- and external partners, initiate, and manage improvement projects beyond CO with cross-functional teams as applicable (including Franchises/Business Units, Finance, AGS, Commercial Excellence, etc.).
- Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOP’s and in line with the company requirements.

What you’ll bring to Alcon:

- Education: University or comparable business degree.
- Languages: Fluently read, write, understand and communicate in English and French, other languages are a plus.
- Experience:

- Extensive 5-7 years proven leadership experience with strong business acumen and functional expertise in OTI/OTC or Customer Service and preferable Supply Chain Management.
- Proven strong management & leadership skills within a matrix organization.
- Experience in change management and project management, understanding of E2E processes and ability to drive process improvements.
- Proven experience managing deadlines/prioritizing workload with key stakeholders.

How can you thrive at Alcon?
- Manage your own workload and schedule while hitting your set targets
- Collaborate with teammates to share best practices and learnings as work evolves
- See your career like never before with focused growth and development opportunities

Alcon Careers

See your impact at