Senior Global Customer Service Process Owner

Liebherr Group; Nussbaumen; On-site; CHF 120,000 - 170,000; Full time

Job summary

Liebherr Group is seeking a Business Process Owner to lead end-to-end optimization of standardized, digital customer service processes within international groups. The role emphasizes close daily collaboration with operational divisions to ensure processes are practical, scalable, and embedded in daily operations.

You will manage from Pre-Study to Operations phases, translate business needs into IT-ready requirements, and balance global standardization with local deviations, in German and

Qualifications

• University degree in Business Administration, (Business) Informatics, Engineering, or a comparable qualification.
• Several years of experience in process management, ideally within international transformation projects (CRM, ERP, or service-related processes).
• Strong expertise in analysing, modelling, and optimizing end-to-end business processes.
• Proven experience working closely with operational business units, IT teams, and external partners.
• Excellent communication and facilitation skills, with strong intercultural competence.
• High level of initiative, assertiveness, and a structured, solution-oriented working style.
• Very good command of German and English.

Responsibilities

• End-to-end ownership, governance, documentation, and continuous improvement of assigned business processes (e.g. Customer Service, Part Sales, Marketing, Master Data).
• Ensuring that process designs reflect operational realities, regulatory needs, and local service requirements while maintaining global standards.
• Acting as a trusted partner for operational units, ensuring close alignment between global process design and local execution.
• Regular engagement with operational customer service teams to gather feedback, identify pain points, and translate operational needs into scalable process and system improvements.
• Supporting rollout and go-live phases to ensure smooth adoption and business continuity.
• Collection, evaluation, and prioritization of requirements from operational divisions and regional organisations.
• Translation of business needs into IT-ready requirements in close cooperation with Product Owners, and implementation partners.
• Balancing global standardization with justified local deviations and feeding relevant local requirements back into global solutions.
• Active participation in all project phases (Pre-Study, Design, Build, Rollout, Operations).
• Ensuring seamless process integration into target systems and stable transition from project mode into operational use.
• Supporting localization activities and deciding whether requirements should be implemented globally or locally.

Skills

Process management

Stakeholder management

Communication

Intercultural competence

German language

English language

Education

University degree in Business Administration / Informatics / Engineering

Job description

Liebherr Group is seeking a Business Process Owner to lead end-to-end optimization of standardized, digital customer service processes within international groups. The role emphasizes close daily collaboration with operational divisions to ensure processes are practical, scalable, and embedded in daily operations.

You will manage from Pre-Study to Operations phases, translate business needs into IT-ready requirements, and balance global standardization with local deviations, in German and