The European Customer Service Process & Analytics Manager is responsible for providing visibility, structure, and insights across Customer Service operations throughout Europe. The role focuses on mapping and analyzing end-to-end processes and developing RACI frameworks, delivering regular and ad hoc business reporting, and identifying opportunities for process improvement and automation.
Working closely with Customer Service teams, IT, and key business functions, the position serves as a central point for process documentation, operational analytics, and continuous improvement initiatives. The role does not own business processes or automation projects, but facilitates understanding, alignment, and execution by providing expertise, analysis, and coordination.
Key Responsibilities
Process Mapping & Documentation
RACI Development & Process Alignment
Reporting & Analytics
Automation & Continuous Improvement
Cross-Functional Collaboration
Reports to: European Customer Service Director
All your information will be kept confidential according to EEO guidelines.
O-I is an Equal Opportunity Employer, and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact O-I at [email protected] and let us know the nature of your request and your contact information.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
To be the leading producer of glass bottles and jars worldwide you need passion, commitment and innovation baked into the very fabric of a business and its people. For more than 120 years, our glass makers have honed their craft—channeling their creativity into more than 1,800 patents held today. When you join O-I you become part of that story. O-I has more than a century of experience crafting pure, sustainable, brand-building glass packaging for many of the world’s best-known food and beverage brands. We are proud to provide high quality glass packaging for beer, wine, spirits, food, non-alcoholic beverages, cosmetics and pharmaceuticals. We are dedicated to make what matters to shape a healthier, more sustainable and more exciting world. We transform the industry to make glass more relevant and more accessible to more people. Why do you want to apply?   Since 1922 the O-I plant in Zanesville has been a well-respected employer in the community.  Offering above-average compensation and excellent benefits.  It boasts a multicultural workforce and combines strong leadership with a collaborative union environment.  Furthermore, O-I fosters an inclusive atmosphere with opportunities for growth and advancement. Zanesville is a lovely small town with a rich, historic past.  Just 30 minutes west of Columbus, OH, situated at the junction of the Licking River and Muskingum River.