Customer Service Governance & Capability Manager

Quaker Houghton Support France Eurl; Conshohocken (Montgomery County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Career growth

Paid time off

Tuition reimbursement

Health benefits

Job summary

Quaker Houghton seeks a global governance and training professional to establish and maintain the Customer Service and O2C governance framework. You will design SOPs, process maps, and control documents while aligning regional requirements.

The role involves building training, onboarding programs, and certification pathways to strengthen capability across regions. Leverage knowledge management practices, lead change initiatives, and ensure compliant documentation through governance standards and

Qualifications

• Experience designing and implementing governance frameworks.
• Ability to develop role-based training and onboarding programs.
• Experience building knowledge management systems and process documentation.

Responsibilities

• Establish and maintain the global governance framework for Customer Service and O2C policies, procedures, and process documentation.
• Develop standardized SOPs, work instructions, process maps, control documents, and operating guidelines.
• Lead training strategies, role-based learning paths, and certification programs.
• Create training materials including e-learning modules and job aids.
• Manage knowledge repositories and ensure version control of materials.
• Conduct process audits and drive corrective actions with regional stakeholders.

Skills

Process governance

Training design

Knowledge management

Change management

Job description

Job SummaryJob DescriptionProcess Governance & StandardizationEstablish and maintain the global governance framework for Customer Service and O2C policies, procedures, and process documentation.Develop and continuously improve standardized SOPs, work instructions, process maps, control documents, and operating guidelines.Ensure consistent application of global processes while accommodating regulatory and business-specific regional requirements.Partner with process owners and regional teams to identify opportunities for standardization and simplification.Maintain document change control processes and governance standards.Training & Capability DevelopmentDesign, develop, and implement global training strategies for Customer Service employees and leaders.Create role-based learning paths, onboarding programs, certification programs, and refresher training curricula.Develop training materials including e-learning modules, facilitator guides, job aids, and process simulations.Lead capability-building initiatives that strengthen functional expertise and support career development.Evaluate training effectiveness through assessments, performance metrics, and participant feedback.Knowledge ManagementEstablish and manage a centralized knowledge management framework for Customer Service operations.Ensure policies, procedures, and training materials are readily accessible, current, and version controlled.Develop mechanisms to capture, document, and share best practices across regions.Serve as the primary owner of Customer Service process documentation repositories and learning platforms.ComplianceConduct periodic process audits and compliance reviews to assess adherence to established standards.Identify process gaps and develop corrective action plans with regional stakeholders.Monitor training completion, certification status, and documentation compliance metrics.Change Management & Transformation SupportPartner with the Continuous Improvement & Systems Lead to ensure process documentation and training materials are updated following process changes or system implementations.Develop training and communication plans supporting organizational transformation initiatives.Lead change readiness and user adoption efforts associated with new tools, technologies, and operating models.Support ERP and digital transformation projects with end-user training and process documentation.About UsAt Quaker Houghton, we are experts in the development, production and application of industrial process fluids, lubricants and coatings for the manufacturing industry. We have been an integral part in the growth of the world’s largest industrial and manufacturing companies from aerospace and automotive to primary metal and energy. Today, we have a global presence, with our corporate headquarters located in Conshohocken, PA. Quaker Houghton is a global publicly traded company with a unique collaborative culture that supports career growth for its associates and offers competitive compensation and benefit programs.What's in it for youCompetitive pay programs with excellent career growth trajectoryPaid time off for volunteerismDress for your day; how you dress is determined by what your day may bringOpportunity to participate in comprehensive benefit options including: Medical, Dental, Vision, Parental Leave, Holiday Pay, Paid Time Off, Tuition Reimbursement, and Savings PlanWork for a global leader in the industrial process fluids industryQuaker Houghton provides equal employment opportunity for all qualified candidates. Quaker Houghton does not discriminate against any candidate for employment based on race, color, religion, sex, gender, gender identity or expression, affectional or sexual orientation, pregnancy, age, creed, ancestry, national origin, citizenship, marital or domestic partnership or civil union status, veteran’s status, physical/mental disability, genetic information, or any other category protected by U.S federal, state, and/or local employment law. Furthermore, Quaker Houghton is committed to providing reasonable accommodations to qualified candidates with physical and/or mental disabilities.