Operations Director, Quadient Mail Central Europe

Based in:             Zurich or Munich

Reporting to:     President & COO & Executive committee (Global CFO/CIO & CE COO)  

About Quadient

Quadient delivers exceptional experiences with passion. We continually strive to innovate and reimage something new. That inspires and motivates people to exceed expectations. Our business success is underpinned by the trust that our clients invest in our products, and in our commitment to delivering the very best solutions. This trust is earned by great people, doing a great job. We call it: The Power of You.

Your role in our Future

We are seeking a highly capable and strategic Operational Director to lead and transform our end-to-end Customer Order process.

As a result of a recent merger of two Mail companies, this newly created role will be instrumental in driving Post Merger integration operational excellence across multiple customer-facing and back-office functions, ensuring seamless service delivery and enhancing customer satisfaction in a complex, matrixed environment, primarily focused on our Swiss operations and extending to Germany with best practice.

You will bring a strong track record in project and process management, cross-functional leadership, and team transformation. You will be responsible for identifying, escalating and resolving systemic issues across decentralized and centralized teams, improving resource allocation, aligning systems, aligning process, identifying common objectives and communicating any identified gap, and establishing clear ownership and accountability across the operational landscape.

What you will do

• Swiss Operational Oversight
  Lead projects and coordinate all functions critical to customer success, including:

• Lead to Sales
• Sales to order intake
• Customer Data
• Order to Cash
• Contract Management & Invoicing
• Leasing
• Collections
• Supply Chain
• Call Centre Operations - inbound
• Service
• Shipping & Installations

Cross-Functional Collaboration

• Work across local and centralized teams in Switzerland and Germany, ensuring alignment and accountability across CIC, OTC, Finance, Leasing, Service, and Sales functions.
• Ensure alignment and accountability across CIC, OTC, Finance, Leasing, Service, and Sales teams in Switzerland and Germany.
• Identify common objectives and communicate any gaps.

Project Management

Lead strategic initiatives with a strong focus on KPIs, timelines, escalations and measurable outcomes. Ensure projects are delivered on time and within scope.

Process Optimization

• Identify and resolve systemic inefficiencies across decentralized and centralized teams. Coordinate the implementation of agreed solutions across involved departments, ensuring clear ownership and accountability for process changes..
• Define process-oriented KPIs with stakeholders to drive customer satisfaction.
• Foster a culture of continuous improvement and innovation within the organization. 

Executive Communication

• Provide clear, concise updates and recommendations to senior leadership.
• Prepare and deliver high-impact presentations to internal and external stakeholders.
• Management of IT, Product Deliveries & new projects

IT & Automation Focus

• Collaborate closely with IT to propose and implement automation and efficiency improvements.
• Transformation Leadership
  Drive the transformation of operational teams and processes to improve efficiency, scalability, and customer satisfaction.

Operational KPIs by function
(Re)Define with the stakeholders the process oriented KPIs needed to reach customer satisfaction with the different functions and organize operational ad hoc reviews: (non exhaustive list)

• Lead to Sales: Time to convert or close leads (in days)
• Sales to Order Intake: Quality of sales opportunities. (in %)
• Customer Data: Reduction of service case lead time.(in days)
• Leasing: Transition from Excel/email to SFDC queue; KPI on request handling time.
• Complaint Management
• Resolution time: 50% reduction in 2026 (baseline: 33 days).
• Total complaints: -10% in 2026.
• Invoicing complaints: -30% in 2026.

Your profile

• Proven experience in senior operations leadership roles, ideally within a multinational or matrixed organization.
• Strong project management skills with a structured, KPI-driven approach, ideally proven experience in leading transformation projects
• Strong data analysis skills across different IT systems (BI tools a plus)
• Good knowledge of IT tools, like Salesforce, Office 365. (SAP a plus)
• Proven success of Post merger integration projects
• Demonstrated success in team transformation and process improvement.
• Strong strategic thinking abilities, with a dynamic and communicative approach.
• Excellent problem-solving skills with a methodical and analytical mindset.
• Fluent in both German and English. French preferred (written & spoken).
• Executive presence – able to communicate and present at a senior level

Preferred Attributes

• Experience in customer success or service operations project management.
• Background in logistics, supply chain, IT or leasing operations.
• Strong interpersonal and stakeholder management skills.
• Ability to lead across cultural and functional boundaries.