Global Process Owner (GPO) Customer Care M/W
Core
Design, harmonize, and optimize global Customer Care processes (from order taking to dispute resolution) to support an agile, process-driven organization.
Role type
Senior Global Process Owner (Strategy & Transformation)
Builds
Global service frameworks, standards, playbooks, and new service capabilities/tools/workflows for Customer Care.
Domain
Industrial gases / Customer Care Operations / Process Transformation
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
End-to-end process ownership, BPM, Lean, Six Sigma, Design Thinking, KPI/SLA definition, change management, cross-functional collaboration, consulting-grade problem solving
Preferred skills
Matrix organization experience, global service operations, omnichannel engagement, AI/Chatbot integration, CRM platforms (Zendesk, Salesforce, Google CES)
Technologies
CRM, Artificial Intelligence, Chatbot, Self-service platforms, Zendesk, Salesforce Service Cloud, Google CES
Responsibilities
Define and document global end-to-end target processes; Lead multi-country transformation initiatives; Drive implementation of new service capabilities and workflows; Mobilize international subsidiaries to adopt new standards; Act as expert reference for top management on Customer Care management; Define and monitor global performance indicators and SLAs
Seniority
Senior, hands-on IC with strategic influence
