Title: Customer Operations Manager, French Speaker Location: Poland, Krakow, United States Job Description: We're looking for a Customer Operations Manager to join our OneSource team in Krakow. In this role, you'll drive operational excellence, empower staff, streamline processes, and partner closely with stakeholders to deliver outstanding customer outcomes. If you're passionate about developing people, using data to guide decisions, and rolling up your sleeves to make things better every day, we'd love to hear from you. More information about: - PerkinElmer and our business : PerkinElmer | Science with Purpose - OneSource services: OneSource Laboratory Solutions | PerkinElmer Hybrid working model, Krakow, Quattro Business Park (3 days office) Key Responsibilities: - Orchestrate daily work activities and maintain proficiency in all processes for the support center and field Agent staff, ensuring the team feels supported in their day-to-day tasks. - Champion continuous improvement initiatives across the team, encouraging staff to voice ideas for better ways of working. - Drive the implementation of best practices and automation/standardization projects to reduce manual administrative burden on the team. - Build robust mechanisms to control and report on Operational Performances, using data to make informed leadership decisions. - Ensure Internal and External KPIs are met, coaching the team on how their individual contributions impact these metrics. - Lead Root Cause Analysis into inconsistent outcomes and implement lasting results rather than quick fixes. - Review and approve site-specific procedures, assuring alignment with global processes while advocating for local needs. - Masterfully manage workload peaks: Identify resource constraints and dynamically reprioritize tasks across the team to prevent burnout and ensure critical deadlines are met. - Lead high-value team meetings that go beyond status updates to share knowledge, solve pain points collaboratively, and streamline workflows using PE tools to optimize talent utilization. - Partner with Delivery teams to ensure streamlined and consistent customer outcomes and feedback. - Provide on-time monthly business review reports and other documentation to showcase team achievements and challenges. - Ensure Quality requirements are met according to specific customer needs. - Build a high-performing team: Interview, hire, and train new employees, monitoring progress and confirming proficiency before probationary periods expire. - Act as a Mentor and Coach to foster employee growth, development, and high morale. - Maintain employee training matrices to assure staff is proficient, confident, and up-skilled in all areas of their work responsibilities. - Schedule and complete regular 1:1s and staff meetings to share information, celebrate wins, and identify opportunities for process improvement. - Provide ad hoc support based on workload volume, demonstrating a willingness to "roll up your sleeves" to support the team during crunches. Role requirements: - Agility & Resilience: Demonstrated ability to succeed in a fast-paced environment, working on multiple projects with changing priorities and deadlines without losing composure. - Leadership Experience: 3+ years of experience in a team-based customer service environment with 3-5 years of proven leadership required. - Language: Excellent verbal & written communication skills; fluent English and French language knowledge. - People Development: Must have a track record of not just managing departments but developing the people within them to higher levels of performance and satisfaction. - Customer Excellence: Deep understanding of what constitutes excellent Customer Service. - Industry Knowledge: Experience in a Life Science and Environmental Health area would be an asset. - Work Ethic: Demonstrated high-level work ethic and organizational skills are a "must-have." - Attention to Detail: Strong attention to detail and demonstrated accurate information transcription. - Technical Skills: Excellent Excel skills; Experience in SAP/ECC/ServiceMax is Essential. - Methodology: Project management experience desirable; Experience in Lean or Six Sigma desirable. - Communication: Ability to communicate effectively both internally & externally; orally and in writing. Competencies: - Management/Project Management - Sets goals and engages the team around them - Empowering Leadership: Sets clear goals and engages the team around them, fostering an environment where team members feel autonomous and motivated. - Talent Development: Develops and implements processes to proactively attract, select, and retain top, diverse talent. actively coaches staff to help them grow their careers. - Customer Focus: Understands and acts on the needs of the internal and external customer, ensuring the team understands the "why" behind their work. - Learning Mindset: Has an attitude that predisposes you to be open to new experiences. You believe you can and will learn, and you encourage your team to view challenges as opportunities to grow. - Business Acumen (Enterprise Mindset): Has a strong understanding of customer needs, industry knowledge, and financial performance. Displays organizational insight to leverage the internal matrix for optimal outcomes. - Professional Presence: Conveys self-confidence and communicates clearly. Influences and inspires others through being authentic, self-aware, and persuasive, building trust and goodwill even during high-pressure situations. - Travel Requirements: Must be willing to make international trips across EMEA on a regular basis approximately 25-50%. What we offer: - Private healthcare including dental care - Life and long-term disability insurance, - MyBenefit Cafeteria system, - Multisport Card, - Social Fund Subsidies, - Home Office allowance, - Tuition reimbursement, - Referral awards, - Internal career development opportunities in multiple business areas, - Day off to celebrate your birthday, and up to 3 additional days of vacation by length of service in the company.

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- Basic idea on Windows Server platforms , features , functions , OS , Hardware and and administration on Windows Server versions 2012 & 2012 R2 , 2016, 2019 , 2022 and 2025. - IIS for websites and APIs - Windows services – installing, stopping, starting, managing, monitoring - SSL certificate management and renewals - Patching Windows and components on a regular basis - Build new servers with Terraform and Puppet - Replace older versions of Windows Server to newer images - Monitoring resources and troubleshooting usage (CPU, memory, disk space, etc) - Linux – mainly used for Elasticsearch system, with some systems used for Rediscache - Microsoft SQL Server – in addition to database maintenance activities, most of the time spent on SQL server is to investigate or answer customer requests / escalations - Using SQL Server Management Studio (SSMS) - Writing and running SQL queries to get and update data - Query SQL data to check processing (check message processing or indexing step) - Update the data in the database as needed for customer escalations or daily processes - Monitor and troubleshoot SQL performance (disk latency, blocked sessions, caching issues, reindex needed, long running sessions, stored procedure issues, and so on) - Monitor SQL backups that are going to Azure Blob Storage (full backups done once a week, incremental back ups every 15 mins) - Monitor the SQL Always-On High Availability (HA) cluster (ensure replication in sync, fail over and fail back during maintenances, etc) - Patching and SQL Server upgrades - Monitor disk space usage, and add storage as needed (add disks in Azure, add to SQL clusters, add to HA, etc) - Puppet – desired state configuration tool running on all Windows and Linux servers - Running Puppet manually for deployments and hotfixes - Review and update Puppet manifests - Troubleshoot Puppet failures - Updates to Puppet manifests for minor changes (use GitLab to create a branch, create a Merge Request, and get the Merge Request reviewed and approved) - Deployments - Help deploy quarterly releases or hotfixes (merge approved GitLab Merge Requests and run Puppet, ensure new packages are deployed properly) - - Min 4 to 6 Yrs of SQL DBA on Azure cloud. - DBA administration on Azure cloud running some of the biggest servers in the enterprise - Use of all new tools, to administrate the databases to different levels of access, configurations , managing and apply the standards of excellence. - As a DevOps DBA work with minimally as a system administration. - Complete idea and working experience on DevOps Tools for the DBA - As a DBA Devops you are expected to build and maintain a docker container that includes the database, and can handle persistent storage properly. This requires understanding of new suite of tools. - Docker/Kubernetes/Orchestrator - Docker Containers - Work Database servers as docker containers. - In depth understanding on the docker file and the entrypoint script (likely a shell script). - Building internal repository for containers. - Knowledge on functioning database containers, keeping a copy of a container with up-to-date data for developers to spin up. - In depth knowledge on Kubernetes/Orchestrator and Configuration Management - In depth knowledge on traditional RDBS models and multi cloud DBA is desirable. - Multi Job Scheduling with central administration and configuration. - Backups on Databases. - Future-Looking with AI injection into DBA operations on Azure cloud -