Global Director Customer Care
Core
Lead and enhance Global Business Services (GBS) Customer Care operations to deliver exceptional service excellence and operational efficiency.
Role type
Senior IC customer care operations director
Builds
Global customer care operations and service strategies
Domain
Life Sciences / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Leading and developing managers in customer care, multi-channel customer contact strategy (human, technical, digital), balanced business objectives management, influencing senior leadership, large-scale operational change, systems implementation, budget and operational metrics management, organizational structure optimization, business continuity planning, executive-level presentation delivery
Preferred skills
Business Administration background, developing best practices
Technologies
Customer care systems, operational analytics tools
Responsibilities
Develop and execute customer engagement strategies, guide change initiatives and optimize organizational structures, identify revenue opportunities with sales leads, establish performance standards and develop talent, evaluate and enhance business processes
Seniority
Senior, hands-on IC