{"id":327466,"url":"https://alion.io/job/alcon-customer-operations-manager","title":"Customer Operations Manager","company":{"id":5809,"name":"Alcon","domain":"alcon.com","url":"https://alion.io/company/alcon","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":94,"open_postings":33,"ghost_share":0,"stale_share":0.242,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-09-30T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":102000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3027},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-25T00:00:00Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-09-30T14:27:44Z","board_verified":true,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":37},"description":"Customer Operations Manager\nLocación: Mexico City\nAt Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, drive progress, and act with speed as the global leader in eye care. Here, you will be recognized for your commitment and contributions and see your career like never before. Together, we go beyond to make an impact on the lives of our patients and customers. We foster an inclusive culture and are seeking diverse and talented individuals to join Alcon.\nThis position is part of Alcon’s Sales and Sales Support team, a group dedicated to facilitating access to our products across all channels, with the goal of improving customer satisfaction alongside eye care professionals, ultimately helping people see brilliantly.\nThe Customer Service Manager is primarily responsible for delivering an exceptional customer experience through personalized service and proactive communication. In this role, you will track orders, resolve inquiries, manage order processing for pharmacies, and coordinate the implementation of the value proposition. This position requires collaboration with the sales network and the management of stock assessments, product replacements, and order processing on the platform.\nIn this role, a typical day includes:\nCoordinating activities to deliver high-quality customer service and ensure order integrity.\nEnsuring service excellence to internal stakeholders, customer service management, the sales force, and customers.\nReceiving and processing sales orders, prioritizing emergency orders, and managing special shipping requests.\nOverseeing shipment and handling of materials to enhance customer satisfaction.\nDetermining correct customer accounts for order processing and ensuring timely billing.\nContributing to strategic support for business growth and operational efficiency.\nSupporting country strategy and programs by gathering feedback from Commercial Operations and Global Manufacturing & Supply (GMS).\nComplying with business and operational standards and implementing continuous improvement activities. Developing tactics and implementing action plans to drive results and manage change.\nIdentifying and resolving customer service issues in collaboration with Commercial Operations and GMS. Analyzing complaints and service requests, assigning reason codes, and preventing recurrence.\nIdentifying opportunities to improve efficiency and service, collaborating with Shared Services and Product Lifecycle Services (PLS).\nCoordinating with Shared Services colleagues to establish harmonized ways of working.\nManaging the full process for consignment inventory.\nReviewing order history to identify trends and develop action plans to improve service.\nCoordinating delivery of materials and supplies to meet customer requirements.\nCommunicating corrections/adjustments to customers following Allocation Committee decisions.\nContacting customers to manage product complaints and entering them into the corresponding database.\nEnsuring timely resolution of escalated issues.\nWhat you will bring to Alcon:\nBachelor’s degree in business administration, International Business, or a related field.\n5-7 years of experience in customer service, order management, sales operations, or similar roles.\nProficiency in Excel (required); experience with SAP and Salesforce (strongly preferred).\nHigh proficiency in English communication, including speaking, writing, and comprehension.\nHigh energy, strong customer orientation, empathy, and the ability to remain solution-focused under changing environments.\nCritical and analytical thinking, strong attention to detail, and comfort working within governance and compliance frameworks.\nTeam-oriented mindset with the ability to co-create solutions, collaborate across cultures, and embrace change. \nCompliance with GxP regulations in alignment with Standard Operating Procedures (SOPs).\nHOW YOU CAN THRIVE AT ALCON:\nOpportunity to join a growing, early-stage organization built within a mature and stable global company.\nFriendly work environment and a diverse, highly motivated team.\nIndividual development plan and potential career growth within a newly created structure.\nTruly international environment with daily interactions with colleagues and stakeholders worldwide.\nAttractive compensation and benefits package.\nAlcon Careers\nSee your at alcon.com/careers\nAlcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.\nATTENTION: Current Alcon Employee/Contingent Worker\nIf you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.\nFind Jobs for Employees\nFind Jobs for Contingent Worker\nAlcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.","description_format":"text","description_chars":5421,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Surgical Instruments & Devices","Eyewear"],"lifecycle":[{"event":"open","at":"2026-09-05T17:00:40Z"}],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.704,"p_room":0.55,"age_days":36,"expected_fill_days":30,"reasons":["conf:0","velocity","win:tail","comp:brand"],"computed_at":"2026-09-30T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/alcon-customer-operations-manager","json_url":"https://alion.io/job/alcon-customer-operations-manager.json","meta":{"generated_at":"2026-10-01T01:02:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":817,"day_limit":5000,"remaining_today":4183,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}