Global Customer Care Process Leader & Transformation

Airgas, Inc.; Houston (TX); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical plan

Dental plan

401(k) with company matching

Job summary

Airgas, Inc. in the US seeks a Global Process Owner for Customer Care to define and harmonize end-to-end processes, from order taking to dispute resolution, across regions.

The role drives transformation, pilots and rolling out service capabilities while ensuring adoption and measurement. You will guide global KPIs, SLAs and process standards, partnering with IT, Digital, and regional leaders.

Qualifications

• 10–15 years in Customer Care or related roles with large-scale process transformation.
• Advanced BPM, Lean, Six Sigma, Design Thinking knowledge.
• Experience with global service operations and multichannel engagement.
• Fluent English; French is a major asset.

Responsibilities

• Own end-to-end Customer Care processes, harmonize global standards and documentation.
• Lead multi-country transformation initiatives and capitalize on performance levers.
• Drive program implementation for new service capabilities, tools and workflows.
• Governance and change management across regions; align with global teams.
• Apply consulting-grade methodologies and act as expert reference for top management.
• Define global KPIs and SLAs and monitor performance trends.

Skills

Leadership

Process management

Lean Six Sigma

Design Thinking

Executive communication

Tools

Zendesk

Salesforce Service Cloud

Google CES

AI Chatbot

Job description

Airgas, Inc. in the US seeks a Global Process Owner for Customer Care to define and harmonize end-to-end processes, from order taking to dispute resolution, across regions.

The role drives transformation, pilots and rolling out service capabilities while ensuring adoption and measurement. You will guide global KPIs, SLAs and process standards, partnering with IT, Digital, and regional leaders.