Customer Service Governance & Capability Manager

Quaker Houghton; Conshohocken, Northern (Montgomery County, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive pay

Volunteer time off

Tuition Reimbursement

Savings Plan

Comprehensive benefits

Job summary

Quaker Houghton is seeking a Customer Service Governance & Capability Manager to establish and govern the global Customer Service process framework, ensuring consistent Order-to-Cash activities across regions.

You will develop policies, SOPs, training curricula, and knowledge management tools, collaborate with regional teams and leadership, and drive adoption of global standards to improve compliance, reduce variation, and elevate capability.

Qualifications

• Experience designing and governing global process frameworks.
• Ability to develop SOPs, work instructions and SOP change control.
• Strong collaboration with regional teams and leadership.

Responsibilities

• Establish and maintain the global governance framework for Customer Service and O2C policies.
• Develop standardized SOPs, process maps and governance documents.
• Design global training strategies and role-based learning paths.
• Maintain centralized knowledge management and learning platforms.
• Lead change management and transformation support across tools and systems.

Job description

Customer Service Governance & Capability Manager

The Customer Service Governance & Capability Manager is responsible for establishing and governing the global Customer Service process framework, ensuring consistent execution of Order-to-Cash (O2C) activities across all regions. This role develops and maintains global policies, standard operating procedures (SOPs), work instructions, training curricula, and knowledge management tools that enable standardization, compliance, and operational excellence. Working closely with Regional Customer Service teams, Continuous Improvement, Systems, and Business leaders, this position ensures that process documentation, learning programs, and capability-building initiatives remain aligned with evolving business requirements, digital transformation efforts, and customer expectations. The role serves as the custodian of Customer Service process knowledge and is instrumental in driving adoption of global standards, reducing process variation, and strengthening organizational capabilities.

Job Description

Process Governance & Standardization

Establish 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 Development

Design, 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 Management

Establish 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.

Compliance

Conduct 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 Support

Partner 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 Us

At 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 you

• Competitive pay programs with excellent career growth trajectory
• Paid time off for volunteerism
• Dress for your day; how you dress is determined by what your day may bring
• Opportunity to participate in comprehensive benefit options including: Medical, Dental, Vision, Parental Leave, Holiday Pay, Paid Time Off, Tuition Reimbursement, and Savings Plan
• Work for a global leader in the industrial process fluids industry

Quaker 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.