End to End Process Ownership and Design: Define, harmonize and document selected "End-to-End" target processes for Customer Care
Ensure customer-centric, scalable and technology-enabled processes
Collaborate with cross‐functional teams to develop service frameworks, standards, and playbooks
Lead multi-country transformation initiatives
Apply consulting-grade methodologies and structured problem-solving
Define global performance indicators (KPIs) and SLAs

Minimum 10 to 15 years of experience in the Customer Care field and/or in customer facing roles
Experience in matrix organizations and with global service operations and/or omnichannel engagement
Advanced mastery of process management methodologies (BPM, Lean, Six Sigma, Design Thinking)
Associated technological tools (CRM, Artificial Intelligence / Chatbot, Self-service) and customer service platforms (e.g. Zendesk, Salesforce Service Cloud, Google CES,...)
Fluent English is essential (daily international context), French or German are a major asset.

Global Process Owner – Customer Care

Key skills