About this role
Job title: Site Manager
About the Role The Site Manager serves as the senior leader for Customer Success, Order Management, and Compliance operations, reporting directly to the Director of Customer Success. This role develops high-performing teams, drives operational excellence, and ensures exceptional execution across customer-facing activities. The Site Manager provides executive-level insights and clear summaries, communicating performance, risks, and opportunities to leadership while partnering with Sales, Demand Management, Sales Operations, Commercial Data & Analytics, Finance, and Accounting to strengthen customer satisfaction and drive continuous improvement.
What You'll Do
- Lead, coach, and develop Customer Success and Order Management & Compliance teams, building a culture of accountability, customer focus, and execution excellence.
- Establish clear goals, performance expectations, and development plans; develop future leaders through coaching, mentoring, and succession planning.
- Translate business objectives into actionable priorities and execution plans; drive strategic initiatives to improve customer experience, efficiency, and scalability; identify operational risks and implement proactive mitigation.
- Ensure consistent execution across all customer-facing operations and serve as the escalation point for critical issues; champion process standardization, compliance, and continuous improvement.
- Prepare executive summaries, business reviews, and leadership presentations; convert complex data into concise, actionable insights; support leadership decisions with fact-based analysis and recommendations.
- Build strong cross-functional partnerships across Sales, Demand Management, Sales Operations, Commercial Data & Analytics, Finance, and Accounting; align stakeholders around customer commitments and represent the site in leadership discussions.
What We're Looking For
- Proven leadership experience building and developing high-performing teams; strong execution mindset with accountability and results.
- Exceptional communication skills, including executive presentations and concise business summaries; data-driven decision-maker with strong analytical and problem-solving capabilities.
- Ability to influence stakeholders and lead cross-functional initiatives; customer-focused with a continuous improvement mindset.
- Masters degree in Business or a related field; 8+ years of experience in Customer Success, Customer Operations, Order Management, Sales Operations, Supply Chain, or related functions.
- Proven experience leading teams and driving operational performance; experience preparing and presenting executive summaries and business reviews.
- Strong understanding of forecasting, bookings, backlog management, customer support, and compliance processes; experience operating within a global, matrixed organization; fluent in English and the local language.