Global Customer Service Process Lead

Blueprint Genetics; Espoo; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Bonus program

Extensive occupational healthcare

Sports & wellbeing benefit

On-site gym membership

Team events & office parties

Job summary

Blueprint Genetics, a Quest Diagnostics company, seeks a Global Customer Service Process Owner to define, govern, and improve end-to-end processes across regions. Based in Keilaniemi, Espoo, you will work with regional managers and cross-functional teams to drive standardization and continuous improvement.

You will monitor KPIs, SLAs, and customer experience, while driving automation and system development. Strong communication in English is essential; Finnish is preferred.

Qualifications

• Bachelor’s degree in Business Administration, Life Sciences, or a relevant field.
• 5+ years in customer service, operations, or process management.
• Experience in global or multi-regional operations and cross-functional teams.
• Proven track record in process improvement and change management.
• Experience with CRM platforms (Salesforce, Service Cloud) and data reporting.
• Strong KPI development and performance tracking knowledge.
• Excellent communication and stakeholder management skills.
• English fluency; Finnish language skills preferred.

Responsibilities

• Own, govern, standardize, and improve end-to-end customer service processes across regions.
• Collaborate with regional managers and cross-functional teams to ensure alignment.
• Define and monitor KPIs, SLAs, and performance metrics.
• Drive automation, digitalization, and system development initiatives.
• Provide training and guidance on global processes and best practices.
• Ensure regulatory compliance and alignment with policies.
• Own account setup processes and global policy alignment.
• Create and review customer communication templates.

Skills

Process ownership

Global operations

CRM systems

Data analysis

Project management

Stakeholder management

Communication skills

English proficiency

Finnish preferred

Education

Bachelor's degree

Life Sciences / Business

Tools

Salesforce

Service Cloud

Job description

Blueprint Genetics, a Quest Diagnostics company, seeks a Global Customer Service Process Owner to define, govern, and improve end-to-end processes across regions. Based in Keilaniemi, Espoo, you will work with regional managers and cross-functional teams to drive standardization and continuous improvement.

You will monitor KPIs, SLAs, and customer experience, while driving automation and system development. Strong communication in English is essential; Finnish is preferred.