{"id":1131370,"url":"https://alion.io/job/alcon-sr-director-customer-service","title":"Sr. Director, Customer Service","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":"HR","role_family":"HR","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fort Worth, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":120000,"max_usd":240000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1219},"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Human-in-the-Loop","optional":false}],"status":"live","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-21T00:56:31Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"POSITION SUMMARY\nThe GCO Region Head, Americas is the senior leader accountable for the end-to-end performance, transformation and organizational health of Americas Customer Operations. The role converts the global GCO strategy into a regional operating agenda across the United States, Canada and Latin America, while preserving market responsiveness and customer trust.\nThe leader owns service outcomes, operational efficiency, budget and workforce performance, and serves as the primary Customer Operations partner to regional commercial, supply chain, finance, quality, technology and enterprise service leaders. The role is also accountable for completing the Q2C transformation, embedding global process ownership, scaling digital and AI capabilities, and moving the organization from reactive transaction handling toward proactive, insight-led customer operations.\nKEY ACCOUNTABILITIES:\nCustomer experience and business partnership\nOwn the Americas customer operations experience and translate customer needs, commercial priorities and operational realities into a clear regional service agenda.\nBuild trusted partnerships with regional and country leadership, Sales, Supply Chain, Finance, Quality, IT and other enterprise functions; influence business-critical decisions that affect customers.\nProtect customer satisfaction during transformation, disruption and product or supply constraints through proactive communication, effective escalation and disciplined service recovery.\nUse customer feedback, complaints, interaction data and operational insights to identify systemic friction and prioritize improvements.\nPosition Customer Operations as a value-creating partner that supports customer success and responsible business growth.\nOperational performance and governance\nAccount for service quality, responsiveness, first-time-right execution, productivity, cost-to-serve and control performance across the region.\nEstablish a concise regional performance system with aligned KPIs, operating reviews, action ownership and transparent escalation of risks and trade-offs.\nDrive end-to-end performance across voice, email and digital channels and across Q2C processes, rather than optimizing isolated functional metrics.\nEnsure effective capacity planning, workforce management, demand forecasting, business continuity and resource deployment across in-country and AGS teams.\nOwn the regional operating plan and budget, allocating resources to customer, compliance and strategic priorities.\nQ2C completion, adoption and value realization\nLead completion of the remaining Q2C blueprint and transition ownership from program structures into sustainable GCO business-as-usual governance.\nDrive adoption of global processes, data standards and deployed platforms in every Americas market; address local workarounds and prevent re-fragmentation.\nPartner with Global and Regional Process Owners to connect enterprise standards with local execution, ensuring benefits are realized and maintained.\nSponsor priority improvements across customer master, pricing, rebates, quoting, contracting, order-to-invoice, returns and consignment capabilities.\nEnsure readiness for future enterprise platform changes, including S/4HANA, through process discipline, data quality and change adoption.\nDigital, data and AI acceleration\nServe as executive sponsor for scaling Jarvis capabilities in the Americas, including Agent Assist, automated quality, agentic email and, as capabilities mature, agentic voice.\nEstablish responsible human-in-the-loop governance, controls, adoption measures and benefit tracking for AI-supported and agentic work.\nTurn Q2C and customer interaction data into actionable insight for faster decisions, proactive service, customer transparency and commercial differentiation.\nAccelerate digital channel adoption, electronic and touchless processing, case management, advanced routing, self-service and knowledge management.\nCreate a test-and-scale environment that validates customer, associate, control and productivity outcomes before broader deployment.\nOrganization, talent and culture\nCreate a compelling place to work by connecting the GCO vision and Americas priorities to the day-to-day contribution of associates.\nBuild, retain and develop a world-class, diverse leadership and service organization capable of operating across markets, languages and delivery locations.\nLead with clarity and empathy through change, setting high standards while ensuring associates understand the purpose, implications and support available.\nBuild succession depth for critical roles and strengthen capabilities in transformation, analytics, digital adoption, process ownership, workforce management and customer experience.\nUse performance management, recognition, coaching and regular communication to reinforce accountability, collaboration and continuous learning.\nQuality, compliance and risk\nEnsure operations adhere to applicable GxP requirements, SOPs, documentation, training, quality controls and regulatory obligations.\nMaintain robust governance for complaints, customer data, pricing and contracting controls, segregation of duties, audit readiness and third-party delivery.\nOwn regional operational risk management, including capacity, transformation, technology, supplier, business continuity and customer trust risks.\nEnsure innovations and productivity actions do not compromise customer outcomes, compliance, control effectiveness or associate wellbeing.\nREQUIRED QUALIFICATIONS\nBachelor’s Degree\nThe ability to fluently read, write, understand and communicate in English\n12 Years of Relevant Experience\n8 Years of Demonstrated Leadership\nHow you can thrive at Alcon\nWork together with colleagues to share standard methodologies and discoveries as work progresses.\nDiscover your career in a fresh way through specific growth and development possibilities.\nJoin Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!\nAlcon provides a robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more!\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 Worker\nALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY\nAlcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to  and let us know the nature of your request and your contact information.","description_format":"text","description_chars":7350,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning","Flexible time off"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Surgical Instruments & Devices","Eyewear"],"lifecycle":[{"event":"open","at":"2026-09-23T03:42:22Z"}],"visa":[],"liveness":{"score":45,"band":"ok","label":"Likely open","p_open":1,"p_active":0.827,"p_room":0.55,"age_days":28,"expected_fill_days":27,"reasons":["conf:1","velocity","win:tail","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/alcon-sr-director-customer-service","json_url":"https://alion.io/job/alcon-sr-director-customer-service.json","meta":{"generated_at":"2026-10-21T04:50:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7141,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5809},"rest":"https://alion.io/mcp/rest/get_company?id=5809"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falcon-sr-director-customer-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falcon-sr-director-customer-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falcon-sr-director-customer-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alcon-sr-director-customer-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falcon-sr-director-customer-service"}]}