Global Director, Customer Experience & Service Delivery

Cencora, Inc.; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

Cencora, Inc. is seeking a seasoned leader to direct the enterprise customer service strategy and operating model from Singapore.

You will oversee omnichannel platforms, governance, budgets, and transformation programs to improve first contact resolution, cycle times, and customer satisfaction at scale. The role requires 10+ years in customer service operations with 5+ years in management, plus relevant certifications.

Qualifications

• Bachelor's degree in business administration, operations management, information systems, or a related field is required.
• Master's degree in business administration, operations management, information systems, or a related field is preferred.
• 10+ years of experience in customer service operations or related field.
• 5+ years in a management capacity.
• Certifications in ITIL 4 MP, COPC CX Leader, PMP or PRINCE2 are preferred.

Responsibilities

• Directs multi-year customer service strategy and operating model to meet SLAs, CSAT/NPS, First Contact Resolution, and efficiency targets.
• Oversees nationwide or global omnichannel operations and platforms to standardize processes and scale best practices.
• Drives governance to ensure audit-ready compliance with regulatory, contractual, and privacy requirements.
• Oversees budgets, forecasts, vendor spend, and cost-to-serve optimization with ROI accountability.
• Directs transformation initiatives spanning self-service, automation, AI/analytics, and knowledge management.
• Oversees incident, escalation, and risk management to protect continuity and restore service within thresholds.
• Directs workforce strategy, performance management, succession planning, and talent decisions.

Skills

Leadership

Operations management

ITIL

Customer service

Strategic planning

Education

Bachelor's degree in business/ops/info systems

Master's degree preferred

Tools

ITIL 4 Managing Professional

COPC CX Operations Leader

PMP

PRINCE2

Job description

Cencora, Inc. is seeking a seasoned leader to direct the enterprise customer service strategy and operating model from Singapore.

You will oversee omnichannel platforms, governance, budgets, and transformation programs to improve first contact resolution, cycle times, and customer satisfaction at scale. The role requires 10+ years in customer service operations with 5+ years in management, plus relevant certifications.