Global Customer Care Process Owner

AIRGAS INC AND SUBSIDIARIES; Houston (TX); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Tuition reimbursement

Airgas Scholarship Program

Paid holidays

Job summary

Airgas seeks a Global Process Owner for Customer Care to lead end-to-end process ownership, transformation, and governance across regions. The role emphasizes cross-functional collaboration, performance monitoring, and the introduction of new service capabilities and tools.

Fluent English is essential; French is a major asset. Extensive experience in matrix/global organizations and omnichannel engagement is required.

Qualifications

• 10–15 years in Customer Care or related roles; large-scale transformation experience.
• Advanced mastery of BPM/Lean/Six Sigma and related tools; customer service platforms.
• Fluent English; French is a major asset.

Responsibilities

• End-to-End Process Ownership and design for Customer Care globally.
• Lead transformation initiatives across countries and regions.
• Drive program implementation, pilots, and phased rollouts.
• Governance and change management across subsidiaries; global alignment.
• Apply consulting methodologies and KPI-driven improvements.
• Define KPIs/SLAs and monitor performance trends.

Skills

Leadership

Strategic thinking

Change management

Stakeholder influence

Lean Six Sigma

CRM systems

Communication

Tools

CRM systems

Zendesk

Salesforce Service Cloud

AI / Chatbot

Job description

Airgas seeks a Global Process Owner for Customer Care to lead end-to-end process ownership, transformation, and governance across regions. The role emphasizes cross-functional collaboration, performance monitoring, and the introduction of new service capabilities and tools.

Fluent English is essential; French is a major asset. Extensive experience in matrix/global organizations and omnichannel engagement is required.