HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products.
We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B
Overview of the Role As Manager – Customer Service Operations, you will lead a high-performing, multilingual team supporting global MedTech operations. Your leadership will ensure operational excellence, superior customer experiences, and adherence to service-level agreements (SLAs) in a dynamic, fast-paced environment. This pivotal role will drive transformation, foster client partnerships, and deliver strategic business results for HCLTech’s MedTech clients.
Detailed Responsibilities Operations Leadership
Oversee end-to-end customer service operations across multiple geographies and business units.
Ensure achievement of contractual SLAs, KPIs, quality, productivity, and customer satisfaction targets.
Cultivate a culture of operational excellence, accountability, and continuous improvement.
Implement governance, risk management, and compliance practices within customer service operations.
Client Relationship Management
Serve as the primary operational interface for senior client stakeholders.
Conduct regular governance meetings, business reviews, and performance assessments.
Build and maintain trusted client relationships through proactive communication and solution-oriented engagement.
Manage service escalations, ensuring prompt and effective resolution of operational issues.
Lead, mentor, and develop Team Leaders, Operations Managers, and customer service teams.
Drive employee engagement, succession planning, and talent development initiatives.
Foster a high-performance culture emphasizing collaboration, ownership, and customer centricity.
Oversee hiring, onboarding, and workforce planning activities.
Service Delivery & Performance Management
Monitor and enhance operational performance across productivity, quality, customer experience, and financial metrics.
Analyze operational trends and identify opportunities for improvement.
Collaborate with Workforce Management, Quality, Training, and HR teams to optimize service delivery.
Lead digital transformation and process improvement projects across customer service operations.
Drive Lean, Six Sigma, automation, AI, and analytics-led operational enhancements.
Identify and implement opportunities to improve customer experience, reduce costs, and boost productivity.
Lead change management initiatives across global operations.
Financial & Business Management
Manage operational budgets and financial performance.
Drive productivity improvements while maintaining high service quality.
Support business growth through operational readiness for new transitions and expansions.
Skill Requirements Essential Qualifications
10–12+ years of experience in Customer Service or Operations Management.
At least 5 years of experience leading large customer service teams in a global environment.
Demonstrated experience in the Medical Devices, Healthcare, Life Sciences, or MedTech industry (mandatory).
Strong background in managing global clients and service delivery organizations.
Technical and Leadership Skills
Expertise in Customer Service Operations Management.
Deep knowledge of MedTech / Healthcare industry practices.
Proven People Leadership & Talent Development capabilities.
Proficiency in SLA / KPI Management and Operational Excellence.
Experience in Transformation & Change Management.
Process Improvement proficiency (Lean / Six Sigma preferred).
Skills in Automation & Digital Transformation.
Workforce Planning and Financial & Budget Management expertise.
Excellent analytical, problem-solving, communication, and presentation skills.
Ability to lead and inspire cross-functional, multicultural teams.
Other Requirements (Optional)
Experience supporting global or regional shared services/BPO operations.
Familiarity with CRM platforms such as SAP, ServiceNow, Genesys, or similar technologies.
Proven track record in implementing AI, automation, or digital transformation initiatives.
Experience managing multilingual customer service teams across Europe.
Life insurance
Private medical care
MultiSport Card
Subsidy for glasses
Subsidy to language courses
Christmas and holiday bonuses
Clear career path in a growing multinational organization
#J-18808-Ljbffr
Manager – Customer Service Operations in Kraków – pracodawca: HCLTech
HCLTech to jedna z najszybciej rozwijających się dużych firm technologicznych na świecie, oferująca wyjątkowe możliwości rozwoju kariery w dynamicznym i różnorodnym środowisku. Dzięki elastycznemu modelowi pracy oraz bogatemu pakietowi benefitów, w tym ubezpieczeniu na życie, prywatnej opiece medycznej i dofinansowaniu do kursów językowych, pracownicy mają szansę na osiągnięcie równowagi między życiem zawodowym a prywatnym. Dołączając do nas, stajesz się częścią globalnego zespołu, który wspiera innowacje i kreatywność, pomagając Ci stać się najlepszą wersją siebie.
