Operations and Customer Service Manager - PMTS

Operations & Customer Service Manager

Product Marking & Traceability Solutions

Role Purpose

The Operations & Customer Service Manager is responsible for ensuring the reliable delivery, support, and operational continuity of SICPA’s solutions in Ecuador. Acting as the primary operational interface with customers and key stakeholders, the role ensures service excellence, contractual compliance, operational performance, and customer satisfaction while leading local teams and supporting business growth.

Key Responsibilities

Operations & Service Delivery

• Lead all local Operations and Customer Service activities.
• Ensure compliance with SLAs, KPIs, security standards, and operational procedures.
• Monitor service performance, manage incidents, and implement corrective and preventive actions.
• Drive continuous improvement initiatives to enhance reliability, efficiency, and service quality.
• Ensure proper management and traceability of assets, equipment, and sensitive materials.
• Support operational readiness and deployment of new solutions and services.
• Maintain compliance with quality, security, and HSE requirements.

Customer & Stakeholder Management

• Act as the main operational point of contact for customers.
• Build and maintain strong relationships with customer representatives, government entities, regulatory authorities, and business partners.
• Conduct operational reviews and performance meetings.
• Anticipate and mitigate operational risks impacting service delivery.
• Support the identification of business growth opportunities through customer engagement.

Leadership & Team Management

• Lead, coach, and develop local operations and customer service teams.
• Define performance objectives and ensure effective resource allocation.
• Foster a culture of accountability, security awareness, collaboration, and continuous improvement.
• Recruit, develop, and retain high-performing talent.

Profile

Education

• Master's degree in Engineering, Operations Management, Industrial Management, Supply Chain, Business Administration, or a related field.

Experience

• Minimum 10 years of professional experience, including at least 5 years in operations, service delivery, customer support, or industrial leadership roles.
• Experience in manufacturing, industrial, Oil & Gas, beverage, logistics, or highly regulated environments is preferred.
• Proven experience managing customer-facing operations within SLA and KPI-driven environments.
• Experience working with government agencies, regulatory bodies, customs authorities, or public-sector organizations is an advantage.

Technical Skills

• Strong knowledge of incident management, root cause analysis, risk management, and continuous improvement.
• Experience in asset management, inventory control, auditing, and operational compliance.
• Solid understanding of Health, Safety, and Environment principles.
• Strong business acumen and operational leadership capabilities.

Competencies

• Excellent stakeholder management, communication, and negotiation skills.
• Strong analytical, problem-solving, and decision-making abilities.
• High integrity, accountability, and customer orientation.
• Ability to perform effectively in complex, fast-paced, and multicultural environments.

Languages

• Fluent English and Spanish (C1).

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