Global Customer Service Director: AI-Driven Growth Engine

ON.com LLC; Zürich; Hybrid; CHF 200,000 - 280,000; Full time

Job summary

On in Zürich seeks a Director - Global Customer Service to redefine the customer experience and elevate it into a premium, data-driven growth engine. You will lead a world-class, omnichannel service strategy and collaborate with Commercial, Marketing and Technology to embed a customer-obsessed culture at scale.

You will drive AI-enabled service models, manage BPO partnerships, and coach global teams to deliver exceptional outcomes and CLV-driven growth across regions.

Qualifications

• Seasoned leader with global customer service experience for premium brands.
• Track record transforming service from cost center to growth engine.
• Expertise in designing and scaling omnichannel operations.

Responsibilities

• Shape and execute a bold vision for global customer service.
• Lead premium, omnichannel service experience across touchpoints.
• Forge strategic partnerships with BPOs and cross-functional partners.
• Embed a data-driven culture using a 360-degree performance view.

Skills

Global leadership

Omnichannel service

AI & automation

Data-driven culture

BPO partnerships

Tools

CRM platforms

Chatbots

Voice automation

Job description

On in Zürich seeks a Director - Global Customer Service to redefine the customer experience and elevate it into a premium, data-driven growth engine. You will lead a world-class, omnichannel service strategy and collaborate with Commercial, Marketing and Technology to embed a customer-obsessed culture at scale.

You will drive AI-enabled service models, manage BPO partnerships, and coach global teams to deliver exceptional outcomes and CLV-driven growth across regions.