Sr. Director, Customer Service

POSITION SUMMARY

The GCO Region Head, Americas is the senior leader accountable for the end-to-end performance, transformation and organizational health of Americas Customer Operations. The role converts the global GCO strategy into a regional operating agenda across the United States, Canada and Latin America, while preserving market responsiveness and customer trust.

The leader owns service outcomes, operational efficiency, budget and workforce performance, and serves as the primary Customer Operations partner to regional commercial, supply chain, finance, quality, technology and enterprise service leaders. The role is also accountable for completing the Q2C transformation, embedding global process ownership, scaling digital and AI capabilities, and moving the organization from reactive transaction handling toward proactive, insight-led customer operations.

KEY ACCOUNTABILITIES:

Customer experience and business partnership

• Own the Americas customer operations experience and translate customer needs, commercial priorities and operational realities into a clear regional service agenda.
• Build trusted partnerships with regional and country leadership, Sales, Supply Chain, Finance, Quality, IT and other enterprise functions; influence business-critical decisions that affect customers.
• Protect customer satisfaction during transformation, disruption and product or supply constraints through proactive communication, effective escalation and disciplined service recovery.
• Use customer feedback, complaints, interaction data and operational insights to identify systemic friction and prioritize improvements.
• Position Customer Operations as a value-creating partner that supports customer success and responsible business growth.

Operational performance and governance

• Account for service quality, responsiveness, first-time-right execution, productivity, cost-to-serve and control performance across the region.
• Establish a concise regional performance system with aligned KPIs, operating reviews, action ownership and transparent escalation of risks and trade-offs.
• Drive end-to-end performance across voice, email and digital channels and across Q2C processes, rather than optimizing isolated functional metrics.
• Ensure effective capacity planning, workforce management, demand forecasting, business continuity and resource deployment across in-country and AGS teams.
• Own the regional operating plan and budget, allocating resources to customer, compliance and strategic priorities.

Q2C completion, adoption and value realization

• Lead completion of the remaining Q2C blueprint and transition ownership from program structures into sustainable GCO business-as-usual governance.
• Drive adoption of global processes, data standards and deployed platforms in every Americas market; address local workarounds and prevent re-fragmentation.
• Partner with Global and Regional Process Owners to connect enterprise standards with local execution, ensuring benefits are realized and maintained.
• Sponsor priority improvements across customer master, pricing, rebates, quoting, contracting, order-to-invoice, returns and consignment capabilities.
• Ensure readiness for future enterprise platform changes, including S/4HANA, through process discipline, data quality and change adoption.
• Digital, data and AI acceleration
• Serve as executive sponsor for scaling Jarvis capabilities in the Americas, including Agent Assist, automated quality, agentic email and, as capabilities mature, agentic voice.
• Establish responsible human-in-the-loop governance, controls, adoption measures and benefit tracking for AI-supported and agentic work.
• Turn Q2C and customer interaction data into actionable insight for faster decisions, proactive service, customer transparency and commercial differentiation.
• Accelerate digital channel adoption, electronic and touchless processing, case management, advanced routing, self-service and knowledge management.
• Create a test-and-scale environment that validates customer, associate, control and productivity outcomes before broader deployment.

Organization, talent and culture

• Create a compelling place to work by connecting the GCO vision and Americas priorities to the day-to-day contribution of associates.
• Build, retain and develop a world-class, diverse leadership and service organization capable of operating across markets, languages and delivery locations.
• Lead with clarity and empathy through change, setting high standards while ensuring associates understand the purpose, implications and support available.
• Build succession depth for critical roles and strengthen capabilities in transformation, analytics, digital adoption, process ownership, workforce management and customer experience.
• Use performance management, recognition, coaching and regular communication to reinforce accountability, collaboration and continuous learning.

Quality, compliance and risk

• Ensure operations adhere to applicable GxP requirements, SOPs, documentation, training, quality controls and regulatory obligations.
• Maintain robust governance for complaints, customer data, pricing and contracting controls, segregation of duties, audit readiness and third-party delivery.
• Own regional operational risk management, including capacity, transformation, technology, supplier, business continuity and customer trust risks.
• Ensure innovations and productivity actions do not compromise customer outcomes, compliance, control effectiveness or associate wellbeing.

REQUIRED QUALIFICATIONS

• Bachelor’s Degree
• The ability to fluently read, write, understand and communicate in English
• 12 Years of Relevant Experience
• 8 Years of Demonstrated Leadership

How you can thrive at Alcon

• Work together with colleagues to share standard methodologies and discoveries as work progresses.
• Discover your career in a fresh way through specific growth and development possibilities.
• Join Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!
• Alcon provides a robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more!

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Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.