Global Process Owner (GPO) Customer Care MW
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Job Location:
Radnor, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Location:
Radnor PA (Airgas HO) - ManagementHouston TX (HO) - ManagementHow will you CONTRIBUTE and GROW
As the Global Process Owner you are the guarantor of the design harmonizationconvergence and optimization of some Customer Care processes worldwide. Your goal is to support the transformation of our current approach into an agile process-driven organization to support the Groups growth and efficiency ambitions. You will be able to quickly deliver efficiencies and improvements for both our customers and employees.The job will be based in the USA
Key Missions
End to End Process Ownership and Design: Define harmonize and document selected End-to-End target processes for Customer Care (from order taking to dispute resolution). Define and maintain global process standards documentation and interfaces. Ensure customer-centric scalable and technology-enabled processes. Collaborate with crossfunctional teams to develop service frameworks standards and playbooks that align with global objectives.
Transformation & Innovation: Lead multi-country transformation initiatives. Identify and size performance levers based on selected KPIs. Integrate market best practices.
Program Implementation.Drive the implementation of new service capabilities tools and workflows. Coordinate pilots and phased rollouts across regions ensuring effective training adoption and measurement.
Governance & Change Management: Mobilize and convince international subsidiaries to adopt the new standards. Act as a single point of accountability for process decisions. Balance global consistency with local adoption. Align with Global Business Support teams IT Digital and Regional leaders. Challenge local status quos to promote global alignment.
Consulting Expertise: Apply consulting-grade methodologies and structured problem-solving. Act as an expert reference for top management to build competence in modern Customer Care management (tools KPIs Lean/Six Sigma methodologies).
Performance & Analytics Monitoring: Define global performance indicators (KPIs) and SLAs. Ensure tracking to help prioritize improvements and report on service performance trends
Are you a MATCH
Experience: Minimum 10 to 15 years of experience in the Customer Care field and/ or in customer facing roles within IM including a significant part spent on large-scale process transformation projects. Experience in matrix organizations and with global service operations and/or omnichannel engagement.
Business Expertise: 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...).
Soft Skills:
Influential Leadership: Ability to convince various stakeholders (Subsidiary Directors field teams) without a direct hierarchical without authority.
Operational/Strategic Duality: Ability to dive into technical details while maintaining a macro and strategic vision.
Critical Thinking: Ability to challenge established organizations with benevolence and determination.
Executive-level written and oral communication
- Languages: Fluent English is essential (daily international context) French is a major asset
#LI-CM2
Benefits
We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical dental and vision plans short-term and long-term disability life and accidental death and dismemberment (AD&D) insurance Employee Assistance Program (EAP) pre-tax commuter transportation benefit parental leave vacation sick time floating holidays jury duty and funeral/bereavement leave and paid holidays for all eligible full-time employees.
Additionally we offer our eligible employees a 401k plan with company matching funds tuition reimbursement discounted college tuition for eligible employees dependents and an Airgas Scholarship Program for dependent children.
Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.
Your DIFFERENCES enhance our PERFORMANCE
At Airgas we are committed to building a workplace that embraces the diversity of our employees our customers patients community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants regardless of their race gender sexual orientation religion disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent both individually and collectively and it helps foster our ability to innovate by living our fundamentals acting for our success and creating an engaging environment in a changing world.
About Airgas
Airgas an Air Liquide company is a leading U.S. supplier of industrial medical and specialty gases as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18000 associates Airgas fosters a culture of safety customer success sustainability and innovation. Airgas associates are empowered to share ideas take initiative and make decisions.
Airgas is a subsidiary of Air Liquide a world leader in gases technologies and services for industry and healthcare. Present in 60 countries with approximately 66500 employees Air Liquide serves more than 4 million customers and patients.
Join us for a stimulating experience: At Airgas you matter and so does the work you do. As a member of our team you play an important role in the success of your team making sure our products are created sustainably and delivered safely and turn youll find a welcoming workplace where youre valued for who you are and where you can fill your potential while growing a fulfilling career whatever path you choose.
Equal Employment Opportunity Information
We are an equal opportunity employer. We welcome all qualified applicants regardless of race color religion sex sexual orientation gender identity national origin disability veteran status or any other protected characteristic.
Airgas an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973.
Airgas does not discriminate against qualified applicants with disabilities and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process please contact us by email at
About Company
Distributor of industrial, medical and specialty gases as well as a product line of safety products, welding equipment, specialty tools, and MRO products.
