FUJIFILM AmericasRemote
Senior Managr Global Customer Service
United States of America
Full Time
2 weeks ago
$110,000 USD
No H1B
Key skills
Customer Service LeadershipCustomer Experience (CX) LeadershipD2C/eCommerceMarketplace PlatformsDigital PlatformsGlobal Customer Service OrganizationsTiered Support ModelsOffshore Vendor ManagementIntercomZendeskSalesforceData Privacy Compliance (GDPR/CPRA)CSATNPSService Performance MetricsBusiness AcumenAILeadership
About this role
Fujifilm is seeking a Senior Manager of Global Customer Service to lead the end-to-end customer service strategy and execution globally for Digital Commerce. This role is responsible for defining the global service model, technology strategy, and performance framework, ensuring a best-in-class, 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 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)
- Compliance & Risk: 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 or Marketplace or digital platforms
- Proven experience leading global customer service organizations
- Deep experience with tiered support models
- Deep experience with offshore/vendor management
- Deep experience with 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