Senior Manager, Customer Service Enablement & Quality

About the role

Lead the EMEA Customer Service Enablement and Quality strategy, establishing regional priorities, standards and plans that support customer experience, compliance and operational performance. Manage a team of Training and Quality specialists and own the continuous improvement of quality assurance, training and capability development programmes.

Key responsibilities

• Define and govern the Customer Service quality assurance framework, including standards, monitoring, calibration and reporting.
• Oversee training, onboarding, knowledge and capability‑development programmes across markets, adapting to language and regulatory requirements.
• Establish reporting and analytics for training, quality and capability performance, using trends and root‑cause analysis to drive improvements.
• Lead process‑mapping and documentation activities, identifying gaps and supporting standardized, scalable ways of working.
• Drive enablement and quality readiness for product launches, system changes and other regional initiatives.
• Collaborate with Operations, Commercial, Product, Compliance, IT and other functions to align priorities and support cross‑functional improvements.

Required profile

• Proven experience leading training, quality or enablement capabilities in a customer service or shared‑services environment, preferably across multiple markets.
• Strong people‑leadership skills with ability to develop specialists and foster a results‑focused culture.
• Experience creating regional standards and governance frameworks while respecting market differences.
• Ability to translate performance data and quality trends into actionable operational improvements.
• Demonstrated capability to lead complex cross‑functional initiatives and influence senior stakeholders.

Required skills

• Process mapping
• Performance analytics
• Root‑cause analysis
• Quality assurance methodologies

What we offer

• Comprehensive onboarding and training
• Diverse, inclusive environment with colleagues from 45 nationalities
• Additional vacation days and flexible leave options
• Health, life and accident insurance, private pension and wellness programs
• Support services for fertility, family forming, menopause and men’s health
• Team‑building events, discounts on restaurants, gyms, entertainment and more
• Fitness tracking app with activity rewards and free city‑center parking