Tomra
Environmental Services
ManagerRemoteServiceOperations(CustomerCare)
Neural analysis suggests this role is
optimal for mid candidates.
“Manager Remote Service Operations (Customer Care) at Tomra. Skills: Customer Care, Service Operations, Remote Service. Lead and scale Customer Care operations. Take end-to-end ownership of centralized Customer Care function”
What You'll Achieve.
Scale efficiently across Europe; Improve customer experience; Optimize cost-to-serve; Build the foundation for AI-driven operations; Ensure consistent, high-quality service delivery across multiple European markets; Drive SLA performance, case quality, and customer experience; Maximize remote resolution and first-contact resolution; Reduce unnecessary visits and repeat interventions; Drive transparency on performance and outcomes; Shift from reactive to proactive issue detection and resolution; Own key KPIs such as SLA, FCR, remote resolution, dispatch rate, cost per case, and CSAT
Industry & Context.
Excellent analytical and problem-solving skills; problem-solving
What They're Looking For.
Must Have
8+ years of experience in customer care, service operations, shared services, GBS, or technical support environments, Proven leadership experience, managing operational teams as well as team leads or managers, understanding of customer service processes, remote troubleshooting models, and field service and dispatch operations, Excellent analytical and problem-solving skills, Experience working with CRM and contact center tools (D365 preferred), Exposure to or involvement in digital transformation and automation initiatives, stakeholder management and communication skills, with the ability to influence at multiple levels, Ability to work and lead effectively in a matrix, cross-country environment
What You'll Do.
Lead and scale Customer Care operations
Take end-to-end ownership of centralized Customer Care function
high-quality service delivery
Drive SLA performance
and customer experience
Build a high-performing organization
Lead and develop Team Leads and operational teams
Create clear structures
Foster a culture of ownership
and continuous improvement
Drive a remote-first service model
Maximize remote resolution and first-contact resolution
Position Customer Care as the first resolution layer
Strengthen troubleshooting quality and decision-making capabilities
Own dispatch performance and cost-to-serve
Ensure governance on field service dispatch decisions
Reduce unnecessary visits and repeat interventions
Drive transparency on performance and outcomes
Enable proactive and predictive service
Integrate remote monitoring into daily operations
Shift from reactive to proactive issue detection
Lead AI and digital transformation
Define and drive the vision for AI-enabled Customer Care
Partner with digital teams to implement solutions
Build the data foundation for scalable automation
Collaborate across the business
Act as the key interface between teams
Drive performance and governance
Establish a clear governance rhythm
Lead continuous improvement through data
How You'll Work.
Team & Collaboration
Collaborate across the business; Act as the key interface between Customer Care, Field Service & Operations, Product & Engineering, Digital / IT teams, and Market units across Europe
Communication Scope
stakeholder management and communication skills; ability to influence at multiple levels
Full Job Description
TOMRA was founded in 1972, based on the design, manufacturing and sale of reverse vending machines (RVMs) for automated collection of used beverage containers. Today TOMRA provides solutions that enable the circular economy with advanced collection and sorting systems, and food processing by employing sensor-based sorting and grading technology. At TOMRA, we value and encourage innovation , passion and responsibility in everything we do. The TOMRA Group employs 5,000 people globally and is listed on the Oslo Stock Exchange (OSE: TOM). TOMRA was named Norway’s Most Innovative Business in 2023 & 2025. TOMRA Collection is a leading innovator in the circular economy and Clean Loop Recycling. Founded on the invention of the world's first reverse vending machine, we are now responsible for approximately 85,000 installations across more than 60 markets. By providing an effective and efficient way of collecting, sorting and processing containers, TOMRA's reverse vending systems make it easy for consumers to recycle and contribute to a more sustainable planet. The Shared Service Center (SSC) in Serbia serves as a strategic enabler for TOMRA Collection Europe, providing a strong operational backbone to support scalable growth across markets. By centralizing key services such as remote monitoring, first‑line support, and service coordination, and leveraging Serbia’s strong talent pool and English proficiency, the SSC improves consistency, efficiency, and execution across Europe. At TOMRA, we are on a mission to build a more sustainable world through smart technology and circular solutions. As we scale across Europe, our Customer Care operations are becoming a critical engine behind this growth. We are now looking for a Manager Remote Service Operations to lead and transform how we support our customers — moving from a traditional support model to a remote-first, data-driven, and AI-enabled operation. This is more than an operations role. It is an opportunity to build and scale
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