Global Customer Service Governance & Capability Lead

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

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