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

• Bachelors 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 Alcons 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!

Alcon Careers

See your impact at

ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon please click the appropriate link below to apply on the Internal Career site.

Find Jobs for Employees

Find Jobs for Contingent Worker

ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY

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 and let us know the nature of your request and your contact information.