Operations Director, Quadient Mail Central Europe
Location: 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 reimagine 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 by 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 Operations 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.
What You Will Do
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.
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.
Manage IT, Product Deliveries & new projects.
IT & Automation Focus
Collaborate closely with IT to propose and implement automation and efficiency improvements.
Transform operational teams and processes to improve efficiency, scalability, and customer satisfaction.
Operational KPIs by Function
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, and proven experience in leading transformation projects.
Strong data analysis skills across different IT systems (BI tools a plus).
Good knowledge of IT tools, such as Salesforce, Office 365 (SAP a plus).
Proven success in 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 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.
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