Head Of Customer Connect Americas

The Opportunity:

The Regional Manager - Americas is responsible for leading the Customer Connect Center (CCC) operations across North and South America. The role ensures high levels of customer service delivery, operational efficiency, and alignment with global CCC strategy.

The position will provide leadership, structure, and accountability within the region while strengthening collaboration with global CCC teams and the wider Service organization. The Regional Manager will play a key role in stabilizing and developing the Americas operation, driving improvements in performance, engagement, and service quality.

The Americas region is a critical component of the global Customer Connect Center network. This role will be instrumental in stabilizing and strengthening the regional organization while ensuring consistent service delivery to customers across the Americas.

How you'll make an impact:

• Regional Leadership: Provide leadership for the Americas Customer Connect Center across multiple locations, guiding and developing Team Leaders as well as customer service specialists to ensure high engagement, strong performance, clear expectations, defined accountability, and consistent operating standards.
• Operational Performance: Manage regional service performance including response times, case management, and service quality ensuring alignment with global Customer Connect Center KPIs and operational frameworks and monitor operational metrics, implementing improvement actions as needed.
• Customer Experience: Ensure high levels of responsiveness and professionalism in customer interactions, drive improvements in case handling, communication, and service delivery and work closely with internal stakeholders to resolve complex customer issues.
• Organizational Development: Support the development of the regional team structure and leadership capability. Identify opportunities to enhance collaboration across the Americas, Europe, and Asia regions, promoting a culture that emphasizes accountability, continuous improvement, and strong teamwork.
• Strategic Alignment: Represent the Americas region within the global Customer Connect Center leadership structure and support the implementation of global initiatives, tools, and processes, contribute to the ongoing development of the Customer Connect Center operating model.
• Responsible for ensuring compliance with applicable external and internal regulations, procedures, and guidelines

• Desirable degree in Electrical Engineering or related fields.
• Preferred experience leading teams across multiple locations.
• Experience working in international or cross-regional environments, with proven leadership managing regional or multi-site customer service or operations teams.
• Strong background in customer service operations, shared service centers, or customer support environments.
• Demonstrated ability to lead teams through organizational change or operational improvement.
• Strong communication and stakeholder management skills.
• Preferred experience working in a global or matrix organization.
• Requires moderate travel across the Americas, with periodic attendance at global CCC leadership meetings.

• Growth globally
• Continuous improvement culture
• Benefits above the regular market
• Regional scope