Team Leader – Back Office Operations

Overview

In this role you will lead a Back Office team handling order management, claims, returns and customer support administration to drive service levels, quality and customer experience. You’ll foster a high-performing culture, optimize productivity, and guide teams through process changes and digital adoption. You will partner with Sales, Logistics, Supply Chain and Digital to deliver impactful improvements and support a customer-centric mission. This is an opportunity to shape back-end operations at a global, purpose-driven company.

Pay / Benefits

• health and life insurance
• paid time off
• parential and care leave
• flexible work options
• confidential counseling
• retirement savings plans

Responsibilities

• Lead and develop a high-performing operational team of 15–17, including two Senior Specialists
• Oversee order processing, claims, returns and customer support activities
• Manage workloads to meet changing demands and resource needs
• Deliver against service levels, quality standards and KPIs
• Support colleagues’ development and career progression
• Act as escalation point for complex customer and operational issues
• Utilize data/insights to identify performance and efficiency opportunities
• Drive continuous improvement, automation and digital adoption
• Lead teams through new processes, systems and organizational change
• Partner with Sales, Logistics, Supply Chain, Credit Control, Commercial and Digital

Key requirements

• Experience leading customer service, support or operational teams
• Strong track record in coaching and managing team performance
• Experience improving productivity and operational efficiency
• Strong analytical and problem-solving skills
• Experience leading through change and implementing new ways of working
• Strong stakeholder management and influencing skills
• Ability to manage multiple priorities in a fast-paced environment

• coaching and development
• stakeholder management
• analytical thinking
• experience with continuous improvement, digital transformation or automation
• knowledge of CRM, Salesforce, SAP or digital customer platforms
• data-driven decision making

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