The European Customer Service Process & Analytics Manager is responsible for providing visibility, structure, and insights across Customer Service operations throughout Europe. The role focuses on mapping and analyzing end-to-end processes and developing RACI frameworks, delivering regular and ad hoc business reporting, and identifying opportunities for process improvement and automation.
Working closely with Customer Service teams, IT, and key business functions, the position serves as a central point for process documentation, operational analytics, and continuous improvement initiatives. The role does not own business processes or automation projects, but facilitates understanding, alignment, and execution by providing expertise, analysis, and coordination.
Key Responsibilities
Process Mapping & Documentation
- Map, document, and maintain end-to-end Customer Service processes across Europe
- Create process flows, workflows, SOPs, and supporting documentation.
- Identify process variations, bottlenecks, inefficiencies, redundancies, and gaps.
- Establish a central repository of process and Customer related documentation.
- Support process standardization and harmonization initiatives.
RACI Development & Process Alignment
- Facilitate cross-functional workshops to clarify process responsibilities and handoffs.
- Develop and maintain RACI matrices for Customer Service processes and interfaces with other functions.
- Ensure role and responsibility documentation remains current and aligned with organizational changes as well as ISO 9001 standards
- Support improved accountability and collaboration across departments.
Reporting & Analytics
- Own European Customer Service reporting and performance visibility.
- Produce regular operational, KPI, and management reports.
- Deliver ad hoc reporting and analysis to support decision-making.
- Develop and Maintain dashboards, scorecards, and analytical tools.
- Analyze performance trends and propose opportunities for improvement.
- Ensure data quality, consistency, and reporting accuracy.
Automation & Continuous Improvement
- Identify manual activities and opportunities for automation.
- Collaborate with IT and business stakeholders to translate business needs into automation requirements.
- Support process improvement and digitalization initiatives.
- Participate in testing, validation, and implementation activities.
- Track benefits and performance improvements resulting from implemented solutions.
Cross-Functional Collaboration
- Partner with Customer Service teams across Europe.
- Collaborate with Sales, Supply Chain, Finance, Logistics, Operations, and IT as SPOC of CS.
- Facilitate alignment between business functions on process flows and responsibilities.
- Support change management and communication efforts related to process improvements.
- Bachelor's degree in Business Administration, Operations, Supply Chain, Information Systems, or related field.
- Significant experience within Customer Service, Order-to-Cash, Process Improvement, or Business Operations.
- Fluent in English
- Strong experience with process mapping and workflow documentation.
- Experience developing management reporting and KPI dashboards.
- Experience supporting automation and continuous improvement initiatives.
- Experience working in a multinational and cross-functional environment.
- Deep understanding of SAP Order-to-Cash processes.
- Experience analyzing and extracting SAP data for reporting and process improvement.
- Advanced Excel Skills
Reports to: European Customer Service Director
All your information will be kept confidential according to EEO guidelines.
O-I is an Equal Opportunity Employer, and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 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 contact O-I at [email protected] and let us know the nature of your request and your contact information.