Senior Manager, Customer Service – Order to Invoice

About the role

Alcon is seeking a Senior Manager to lead Customer Service operations for the Order‑to‑Invoice process in the AGS region. This role will oversee the end‑to‑end customer journey for Surgical and Vision Care franchises, driving transformation toward intelligent, customer‑centric service centers.

Key responsibilities

• Lead the Customer Operations function for both Surgical and Vision Care franchises across the AGS market.
• Manage a team of 12 sub‑processes covering pre‑order, order, and return streams, ensuring operational efficiency and continuous improvement.
• Implement organizational structures, virtual and physical centralization opportunities, and process enhancements.
• Collaborate with the Head of Customer Operations Region to align transformation plans with the International CO vision.
• Ensure execution of Order‑to‑Invoice (OTI) strategy, supporting commercial success, customer loyalty, and Alcon’s reputation.
• Coach, develop, and mentor direct reports while acting as escalation point for market issues and complaints.
• Maintain stakeholder communication on service level agreements, risks, opportunities, and customer feedback.

Required profile

• Proven senior‑level experience managing large customer service or operations teams, preferably in medical‑device or related industries.
• Strong track record of driving process transformation and operational excellence.
• Excellent leadership, coaching, and stakeholder‑management capabilities.
• Ability to work cross‑functionally and influence regional strategies.

Required skills