Manager Remote Service Operations

Responsibilities

• Lead and scale centralized Customer Care operations across multiple European markets
• Manage and develop Team Leads and operational teams
• Drive a remote-first service model focused on maximizing remote resolution
• Oversee dispatch performance and optimize cost-to-serve
• Integrate remote monitoring to enable proactive and predictive service
• Lead AI and digital transformation initiatives including intelligent case routing and GenAI solutions
• Collaborate with Field Service, Product, Engineering, and IT teams
• Own key KPIs such as SLA, FCR, remote resolution, and CSAT

Requirements

• 8+ years of experience in customer care, service operations, shared services, or technical support
• Proven leadership experience managing operational teams and managers
• Strong understanding of remote troubleshooting and field service dispatch operations
• Experience with CRM and contact center tools, preferably D365
• Experience with digital transformation and automation initiatives
• Strong stakeholder management and communication skills
• Ability to lead effectively in a matrix, cross-country environment

About the Company

TOMRA is a global leader in sensor-based sorting and grading technology, providing solutions for the circular economy. The Shared Service Center in Serbia serves as a strategic enabler for TOMRA Collection Europe, supporting scalable growth through centralized remote monitoring and service coordination.