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EMEA Customer Operations Manager
VIAVI Solutions GmbH
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted Oct 21
About this role
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. * Must be onsite minimum 3 days per week. * 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 VIAVI empowers Service Providers and IT organizations to manage the network lifecycle for complex 5G and Fiber networks with intuitive instruments, systems and technologies; and our expertise in light management and optical coatings help protect the world's bank notes from counterfeiters, enhance the colors you see, and enable advanced technology such as 3D sensing. We are a team of thought leaders who have the freedom to support and innovate and look for new effective and efficient solutions for our customers.