Customer Service Operations Lead
As our business accelerates its ambitious growth strategy, we are looking for a Customer Service Operations Lead to join our Customer Operations / Supply Chain function and play a central role in shaping the future of customer experience across a global organization.
This is an exciting opportunity for a customer-focused leader who thrives in change environments and wants to combine operational leadership with transformation, innovation, continuous improvement, and digital enablement. You will lead the North American customer service transformation by driving initiatives that improve service delivery, apply customer segmentation to tailor support models, and leverage new tools, automation, and AI-enabled capabilities to enhance both customer outcomes and business performance.
What You'll Be Doing:
Join a collaborative, values-driven team that prizes innovation, continuous improvement, and fresh thinking-where you will have the opportunity to influence global ways of working, make a visible impact, and help deliver an outstanding customer experience.
• Support development of a high-performing customer service / customer success team, creating an engaging culture of accountability, development, and customer-first thinking
• Drive high-impact transformation initiatives that redesign customer service processes, modernize service delivery models, and embed digital, automation, and AI-enabled ways of working across the organization
• Lead cross-functional improvement projects focused on removing customer pain points, improving responsiveness, and streamlining end-to-end workflows
• Design and implement standardized processes, SOPs, and scalable best practices that support differentiated service models across customer segments
• Track and analyze KPIs, SLAs, and customer experience metrics, using data to identify improvement opportunities and drive measurable service gains
• Partner cross-functionally with Sales, Production, Quality, Warehouse, Finance, and Supply Chain to deliver a seamless, customer-centered experience from order through delivery
• Manage and optimize workflows, prioritization, and service execution using modern task management approaches, automation opportunities, digital tools, and AI-assisted solutions where appropriate
• Identify root causes of inefficiencies or service gaps and implement sustainable solutions
• Support and champion system implementations, analytics capabilities, automation tools, and AI-enabled technologies (including task management platforms, SAP, and product databases) to improve visibility, reduce manual effort, and accelerate service performance
• Participate in global leadership discussions, helping shape strategy, influence decision-making, and contribute to key business priorities across the organization
Who We're Looking For:
At Croda, we believe our people are the heart of our success. We are committed to creating an environment where you can grow your career, bring new ideas forward, lead meaningful change, and make a lasting impact in a global business.
• Proven experience leading customer service, customer success, or operations teams
• Strong track record leading transformation, process improvement, or continuous improvement initiatives with measurable business and customer impact
• Experience leading cross-functional projects that improve customer experience, simplify operations, and support organizational change
• Strong analytical skills with experience using KPIs, SLAs, customer insights, and digital data to prioritize improvements and support customer segmentation strategies
• Experience working with CRM, ERP, customer service, workflow, and analytics tools (for example ZenDesk, C4C, SAP), with the ability to adopt and embed new digital, automation, and AI-enabled technologies into daily operations
• Ability to identify inefficiencies, segment service needs, and implement scalable solutions that improve both customer satisfaction and operational performance
• Demonstrated curiosity and confidence in exploring new digital tools, automation opportunities, and AI-assisted solutions to improve team effectiveness and customer experience
• Excellent leadership and communication skills, with experience engaging global teams and stakeholders
• Background in supply chain, manufacturing, or logistics environments preferred
Don't meet all the qualifications? We still encourage you to apply! At Croda, we believe diverse perspectives and unique experiences drive innovation and strengthen our team.
What We Offer:
Join a global organization that offers the opportunity to grow, lead, and make a meaningful contribution in a role with strong visibility and long-term career potential.
The successful candidate will receive a competitive salary and benefits package including:
• Excellent Medical, Dental, and Vision coverage, available immediately.
• Generous PTO
• 401K Match
• Wellness Reimbursement
• Parental Leave
• Career Development
• Company paid and voluntary Life and AD&D Insurance
• Short and long term disability
• Paid Holidays
And more!
Additional Information
This is an in office position based at our Princeton site.
Annual Base Salary Range: $100,000.00 to $150,000.00.
This range reflects the base salary the company reasonably expects to pay for this position. Actual compensation will be determined based on factors such as geographic location, experience, education, and skill level. Additional compensation, such as annual bonuses or other incentives, may be offered based on eligibility and company policies.
If you require any reasonable adjustments during the hiring process or experience any issues with our online application process, please email [redacted].
