Head of Service Excellence and Customer Support

About the role

Roche Diagnostics Adriatic is looking for a visionary leader to head its Service Excellence and Customer Support function across the Adriatic region. Based in Zagreb or Ljubljana, you will shape the service ecosystem, ensuring customers receive top‑class support while driving operational excellence and growth.

Key responsibilities

• Define the strategic direction of the service department and advise senior leadership on achieving business goals.
• Lead service and customer support teams to deliver exceptional customer experiences.
• Collaborate with Sales, Marketing and regional partners to align service initiatives with commercial objectives.
• Manage the department’s budget, using data‑driven insights to optimise processes and resource allocation.
• Coach, mentor and develop team members, fostering an inclusive culture of continuous learning.

Required profile

• Proven senior leadership experience in service, support or customer‑facing functions.
• Strong problem‑solving abilities and calmness under pressure.
• Strategic thinker with the capacity to dive into operational details.
• Excellent communication and stakeholder‑management skills.

Required skills