Customer Service Senior Manager

Our partner is looking for a Senior Customer Journey Manager based in Romania. We are looking for a Senior Customer Journey Manager to own and transform the end-to-end customer journey across a fast-growing global organization. In this highly autonomous role, you will combine customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty. You will identify friction points, size complex problems, and turn insights into scalable improvements across customer-facing and internal processes. Working cross-functionally, you will influence teams and orchestrate change without relying on direct authority. You will also champion Lean continuous improvement and help establish a strong culture of customer-centric operational excellence. As the function evolves, you will have the opportunity to mentor others and potentially build and lead a high-performing team. Accountabilities - Define, own, and govern the end-to-end customer journey, including internal operational processes, procedures, and service journey mapping. - Identify opportunities to improve customer experiences across departments and collaborate with stakeholders to ensure consistent, high-quality outcomes. - Orchestrate journey-level improvements with a high degree of autonomy, coordinating with Customer Experience teams and other functions to implement changes efficiently. - Drive improvements in global customer contact rates by using AI, automation, and self-service solutions to optimize operational processes and customer interactions. - Identify opportunities to improve key customer experience metrics such as CSAT, CES, and FCR through targeted journey and process improvements. - Champion a Lean continuous improvement mindset, identifying operational waste, systemic friction, and root causes to proactively address customer needs. - Lead the Voice of the Customer (VOC) feedback loop, bringing together customer feedback, operational data, and cross-functional insights to identify and resolve recurring issues. - Develop compelling data narratives, problem-sizing models, and business cases that help stakeholders understand customer challenges and support investment in solutions. - Influence and align diverse teams around customer-centric priorities, ensuring journey improvements are adopted and sustained across the organization. - Mentor and coach colleagues, share knowledge, and help establish higher standards of performance as the customer journey function matures. Requirements: - 5–7+ years of professional experience in Customer Experience, Product Operations, Service Design, or a related field, ideally within a high-growth or scale-up environment. - Demonstrated experience defining end-to-end customer journeys, conducting rigorous service journey mapping, and owning processes and procedures from an operational perspective. - Strong strategic and analytical mindset, combined with a hands-on approach and willingness to move between strategic planning and tactical execution. - Exceptional stakeholder management and influencing skills, with the ability to align diverse teams around customer-centric objectives without relying on formal authority. - Strong knowledge of Lean methodologies and structured problem-solving techniques, with the ability to identify root causes and address systemic business challenges. - Proven experience using AI and automation to identify operational inefficiencies and develop scalable solutions for customers and internal teams. - Strong expertise in Voice of the Customer programs, including the ability to translate feedback and customer friction into actionable cross-functional improvements. - High data literacy, with the ability to interpret reports, connect multiple data sources, quantify problems, and build evidence-based business cases.