{"id":2433196,"url":"https://alion.io/job/alcon-manager-i-customer-service-support","title":"Manager I, Customer Service Support","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":90,"open_postings":60,"ghost_share":0.017,"stale_share":0.333,"repost_share":0.017,"time_to_fill_p50_days":27,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warsaw, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-13T09:53:22Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-21T00:56:31Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.\nManager I, Customer Service Support\nThe Manager I, Customer Service Support is primarily responsible for leading a team of customer service representatives to achieve service excellence through effective coaching, training, and motivation. You will create an efficient operating model, provide on-the-job training, and find opportunities to improve systems.\nKey Responsibilities:\nLead a team of customer service representatives committed to service excellence through coaching, training, supervision, and motivation\nProvide intensive on-the-job training for new staff and develop existing staff in customer service, telephone techniques, and product knowledge\nPrepare and conduct performance appraisals of direct reports\nAssist and support the Head of Customer Service\nCreate an efficient operating model for the Customer Service team\nIdentify opportunities for service improvement by simplifying and refining existing systems\nGenerate operational Key Performance Indicator reporting and provide commentary on performance\nExecute all Financial and Customer Management System reporting on time\nGenerate, prioritize, and implement process improvement ideas\nEnsure consistent service excellence across all touchpoints through individual development and coaching\nMonitor, report, and resolve customer complaints, preventing recurrences through proactive management\nIdentify customer needs and complete actions, supporting cross-functional teamwork\nDrive operational excellence and ensure alignment with business functions, compliance, and audit requirements\nEnsure adherence to all relevant policies and procedures\nLead processes to ensure timely migration and successful transitions\nCollaborate proactively with key partners, including accounting authorities or auditors\nEnsure timely resolution of escalated issues\nWhat We’re Looking For:\nStrong leadership skills with experience managing operational teams.\nProven ability to influence and lead change in a fast-paced environment.\nSolid understanding of Customer and Pricing Master Data processes and their impact on business performance.\nBusiness acumen with the ability to balance operational excellence and strategic priorities.\nExperience with SAP and Salesforce (Customer Master Data, Pricing Master Data).\nExcellent communication skills to engage stakeholders and translate technical concepts into business language.\nWhat we can offer you:\nTruly international environment and daily interactions with colleagues from all over the world\nAttractive benefits package (private medical care, group insurance, lunch card, transportation allowance, pension plan, Multisport/cultural card, Alcon products for you and your significant other)\nAttractive compensation package (including bonus scheme)\n Hybrid work possibilities (3/2/weekly)\nModern office with many facilities inside located at NewCity building, 15 Marynarska Street, Warsaw\nAlcon Careers\nSee your impact at alcon.com/careers\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 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