Customer Service Governance & Capability Manager

Quaker Houghton; Pennsylvania; On-site; USD 90,000 - 130,000; Full time

Job summary

Quaker Houghton is seeking a Customer Service Governance & Capability Manager to establish global O2C process framework, SOPs, policies, and knowledge management to enable standardization, compliance, and operational excellence.

The role partners with regional teams and leadership to design and implement global training strategies, role-based learning paths, and certification programs, while maintaining version-controlled process documentation and scalable knowledge platforms.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Job description

Job Description Summary

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.