Our client is an international organization seeking an experienced Vice President of Service to lead customer service operations across EMEA, enhance service delivery, and drive continuous improvement in customer experience and operational performance.
Main responsibilities:
- Provide strategic direction and operational leadership for service delivery across the EMEA region, ensuring consistently high standards of performance and customer satisfaction.
- Define and execute a regional service strategy aligned with broader organisational priorities and business objectives.
- Lead, develop and empower high-performing teams, fostering a culture of accountability, collaboration and continuous improvement.
- Drive operational excellence through performance management, process optimisation and data-driven decision-making.
- Oversee the effective resolution of complex customer escalations, addressing systemic challenges and implementing sustainable improvements.
- Establish and monitor key performance indicators to enhance service quality, operational efficiency and financial performance.
- Partner with senior regional and global stakeholders to align priorities, strengthen cross-functional collaboration and support strategic initiatives.
- Assume responsibility for budget management, resource optimisation and initiatives aimed at improving cost efficiency and service profitability.
- Champion organisational development, talent management and continuous improvement across the service function.
Required skills:
- Significant leadership experience in customer service, service operations or a related function within an international environment.
- Proven track record of leading large-scale or multi-country service operations and delivering measurable performance improvements.
- Strong strategic thinking combined with a hands-on, solution-oriented leadership approach.
- Solid understanding of service performance metrics, operational efficiency and financial management.
- Experience managing complex escalations and driving continuous improvement initiatives.
- Excellent stakeholder management, communication and influencing skills.
- Ability to lead organisational change, develop talent and build engaged, high-performing teams.
- Fluent English communication skills.
What our partner can offer to you:
- The position is based in Budapest, Hungary.
- Travel is required according to business needs.
- A senior leadership position with regional responsibility and strategic influence.
- The opportunity to shape service operations and drive meaningful transformation.