Sr Mgr Global Customer Service
United States of America
Full Time
1 week ago
$110,000 USD
H1B Sponsor Likely
Key skills
AISalesforceLeadership
About this role
FUJIFILM Cellular Dynamics, Inc is seeking a Senior Manager of Global Customer Service to lead the customer service strategy and execution globally for Digital Commerce. This role involves defining the global service model, overseeing performance metrics, and ensuring a scalable customer experience across all regions.
Responsibilities:
- Define and execute the global customer service strategy for GMSB
- Establish the tiered support model (Tier 1, Tier 2, Tier 3) and regional operating structure
- Serve as the primary CS leader interfacing with Google stakeholders
- Financial Management: Oversee the CS budget, manage and analyse cost allocation models and cost of service to each region
- Oversee implementation and optimization of Intercom (Top Tier)
- Ensure seamless integration with: Order management systems, Fulfillment/lab systems, Google Photos ecosystem
- Drive automation strategy (AI, bots, workflows)
- Ensure the platform remains compliant with global data privacy standards(GDPR/CPRA)
- Manage performance across: Offshore Tier 1 vendor, In-country Tier 2 teams, Tier 3 operations (QA, reporting, VOC)
- Establish global SLAs, KPIs, and reporting cadence
- Own global CSAT, NPS, and service performance metrics
- Translate customer insights into: Product improvements, UX enhancements, Operational changes
- Drive continuous optimization of cost, efficiency, and experience
- Lead and develop CS Ops (Tier 3) team
- Influence regional CS teams without direct reporting lines
- Build scalable org structure as business grows
- 5-8 plus 31 agents
Requirements:
- 8–12+ years in Customer Service / CX leadership, preferably in: D2C/eCommerce, Marketplace or digital platforms
- Proven experience leading global customer service organizations
- Deep experience with: Tiered support models, Offshore/vendor management, CS platforms (Intercom, Zendesk, Salesforce)
- Strong business acumen: Ability to connect CS performance to revenue, retention, and cost
- Experience working with large strategic partners or enterprise clients