Manager, Customer Success; Analytics & Transformation

Manager, Customer Success (Analytics & Transformation)

Department: Customer Support

Employment Type: Full Time

Location: EMEA-Poland

The OPEX Analytics & Digital Transformation Manager owns the Customer Success performance and enablement ecosystem, integrating Workforce Management, Business Intelligence, CRM/CMS platforms, and Omnichannel strategy into a unified, scalable model.

This role drives end-to-end transformation across the contact center environment, ensuring alignment between capacity, performance, platforms, and customer experience.

Strategic Ownership

• Own the performance management model across EMEA Customer Success.
• Define KPI frameworks, governance models, and performance standards.

Platform & Product Governance

• Own backlog prioritization across SFDC, Twilio, Omnichannel, BI, and WFM.
• Ensure structured release management and platform evolution.
• Balance operational needs with technical capabilities and roadmap priorities.

Digital & AI Transformation

• Drive adoption of AI-enabled analytics, automation, and digital channels.
• Ensure successful implementation and adoption of digital solutions.

Stakeholder Leadership

• Act as key advisor to CS Directors and Operations leadership.
• Drive decision-making through data, insights, and strategic alignment.

ACADEMIC BACKGROUND

• Bachelor’s degree required.
• Preferred in Engineering, Data Science, Operations, or Business.

REQUIRED EXPERIENCE

• 8–10 years in analytics, WFM, platform governance, or transformation roles.
• Proven experience scaling teams and driving transformation.

LANGUAGES

• English required.
• Additional European languages are a plus.

SKILLS /COMPETENCIES

• Strategic thinking and business acumen.
• Strong leadership and influence skills.
• Advanced understanding of contact center operations.
• Expertise in analytics and platform ecosystems.

SPECIFIC CERTIFICATIONS/SPECIALTIES/COURSEWORK

• Excel / Data Analytics required.
• Agile / Scrum preferred.
• Project Management certification preferred.
• Data / analytics certifications preferred.

SUPERVISORY RESPONSIBILITIES

• Leadership of multiple functional teams. Multiple locations.

WORK ENVIRONMENT DEMANDS

• High-impact strategic environment.
• Continuous engagement with senior leadership.
• Complex, multi-system operational environment.

Additionally, the position is eligible for a yearly bonus. The final offer is determined based on the scope of the role, level of responsibility, experience, education, completed training, and key competencies of the candidate.

Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products. The range of additional benefits may vary depending on the position level, nature of work, and work location.

Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: