Global Process Owner (GPO) - Customer Care (m/f/d)

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

Overview

As the Global Process Owner, you are the guarantor of the design, harmonization, convergence 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 Group's growth and efficiency ambitions. You will be able to quickly deliver efficiencies and improvements for both our customers and employees.

Responsibilities

• 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 cross-functional 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.

Qualifications

• Experience: Minimum 10 to 15 years of experience in the Customer Care field and/ or in customer facing roles, 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; Operational/Strategic Duality; Critical Thinking; Executive-level written and oral communication.

• Languages: Fluent English is essential (daily international context); French or German are a major asset.

Location

Position based either in Saint-Priest (France), in Paris (France), or in Leipzig (Germany).