Global Customer Care Process Architect

airliquidehr; Paris; Sur place; EUR 120 000 - 170 000; Plein temps

Résumé du poste

Air Liquide HR is seeking a Global Process Owner to harmonize and optimize Customer Care processes worldwide. You will drive end-to-end ownership, design scalable, technology-enabled processes and lead international transformation initiatives in a matrix organization.

The role requires senior expertise in BPM/Lean/Six Sigma, strong executive communication, and fluency in English with additional French or German language assets.

Qualifications

• 10 to 15 years in Customer Care or related roles, with large-scale process transformations.
• Expert in BPM, Lean, Six Sigma and Design Thinking.
• Experience in matrix organizations and global service operations.
• Fluent English; French or German is a plus.

Responsabilités

• Own end-to-end Customer Care processes from design to implementation.
• Lead multi-country transformation initiatives and KPI-driven improvements.
• Drive adoption of new service capabilities, tools and workflows.
• Collaborate with IT, Digital, and regional leaders to ensure global alignment.
• Provide consulting-grade methodologies and executive-level communication.

Connaissances

BPM

Lean

Six Sigma

Design Thinking

Executive communication

Cross-functional leadership

Process optimization

Outils

Zendesk

Salesforce Service Cloud

Google CES

CRM tools

Description du poste

Air Liquide HR is seeking a Global Process Owner to harmonize and optimize Customer Care processes worldwide. You will drive end-to-end ownership, design scalable, technology-enabled processes and lead international transformation initiatives in a matrix organization.

The role requires senior expertise in BPM/Lean/Six Sigma, strong executive communication, and fluency in English with additional French or German language assets.