Manager Remote Service Operations (Customer Care)

Job Description

At TOMRA, we are on a mission to build a more sustainable world through smart technology and circular solutions. As we scale across Europe, our Customer Care operations are becoming a critical engine behind this growth.

We are now looking for a Manager Remote Service Operations to lead and transform how we support our customers — moving from a traditional support model to a remote-first, data-driven, and AI-enabled operation.

This is more than an operations role.
It is an opportunity to build and scale a modern Customer Care function that acts as both an Operational Control Tower and Intelligence Engine for TOMRA’s European markets.

This role sits at the heart of TOMRA’s transformation and you will directly impact how we:

• Scale efficiently across Europe
• Improve customer experience
• Optimize cost-to-serve
• Build the foundation for AI-driven operations

What you will do

Lead and scale Customer Care operations

• Take end-to-end ownership of TOMRA’s centralized Customer Care function
• Ensure consistent, high-quality service delivery across multiple European markets
• Drive SLA performance, case quality, and customer experience

Build a high-performing organization

• Lead and develop Team Leads and operational teams
• Create clear structures, accountability, and governance
• Foster a culture of ownership, problem-solving, and continuous improvement

Drive a remote-first service model

• Maximize remote resolution and first-contact resolution
• Position Customer Care as the first resolution layer — not an escalation point
• Strengthen troubleshooting quality and decision-making capabilities

Own dispatch performance and cost-to-serve

• Ensure strong governance on field service dispatch decisions
• Reduce unnecessary visits and repeat interventions
• Drive transparency on performance and outcomes

Enable proactive and predictive service

• Integrate remote monitoring into daily operations
• Shift from reactive to proactive issue detection and resolution

Lead AI and digital transformation

• Define and drive the vision for AI-enabled Customer Care
• Partner with digital teams to implement:
  • Intelligent case routing
  • Guided troubleshooting
  • Knowledge automation
  • Copilot / GenAI solutions
• Build the data foundation for scalable automation and insight

Collaborate across the business

• Act as the key interface between:
  • Customer Care
  • Field Service & Operations
  • Product & Engineering
  • Digital / IT teams
  • Market units across Europe

Drive performance and governance

• Own key KPIs such as SLA, FCR, remote resolution, dispatch rate, cost per case, and CSAT
• Establish a clear governance rhythm (daily / weekly / monthly)
• Lead continuous improvement through data and insights

Qualifications

What you’ll bring

• 8+ years of experience in customer care, service operations, shared services, GBS, or technical support environments
• Proven leadership experience, managing operational teams as well as team leads or managers
• Strong understanding of customer service processes, remote troubleshooting models, and field service and dispatch operations
• Excellent analytical and problem-solving skills
• Experience working with CRM and contact center tools (D365 preferred)
• Exposure to or involvement in digital transformation and automation initiatives
• Strong stakeholder management and communication skills, with the ability to influence at multiple levels
• Ability to work and lead effectively in a matrix, cross-country environment

Additional Information

At TOMRA, you will be part of a company that combines a positive purpose with innovation and is making a real difference 

You will join a collaborative, international environment where your ideas can shape the future of how we operate.

In this role, you’ll help shape operational excellence and directly contribute to TOMRA’s success in new European markets, helping us scale sustainability across the European region.

At TOMRA, your work has real impact, and your ideas help shape a better future.
Learn more about life at TOMRA!

What do you get from joining TOMRA?

• Opportunity for career development 
• A unique chance to be a critical part of taking business growth to the next level 
• Work in a collaborative and innovative environment.

Ready to grow your career with purpose?

Please apply by sending us your CV, a few words about yourself, and why you are interested in the position and joining TOMRA. Please write this in the field "Message to Hiring Team".

Applications are continually assessed so we encourage you to apply at the earliest.

TOMRA does not differentiate on the basis of gender, race or ethnicity, religion, colour, sexual orientation or identity, disability, age, or other protected statuses as given by applicable law. We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer.