Global Customer Service Governance & Capability Lead

C321 Quaker Houghton Support France Eurl; Conshohocken (Montgomery County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Volunteer time off

Tuition reimbursement

Savings plan

Job summary

Quaker Houghton is seeking a Process Governance & Training Lead to establish and maintain a global governance framework for Customer Service and O2C policies. You will develop standardized SOPs, training pathways, and knowledge management practices to ensure consistency across regions.

The role partners with process owners and regional teams to drive transformation, execute change management plans, and support ERP initiatives with end-user documentation and training materials.

Qualifications

• Establish and maintain global governance framework for Customer Service and O2C policies.
• Design and implement global training strategies for Customer Service employees and leaders.
• Establish centralized knowledge management framework for CS operations.
• Conduct periodic process audits and compliance reviews.
• Partner on change management for ERP and digital transformation projects.

Responsibilities

• Lead change readiness and user adoption for new tools and operating models.
• Support ERP and digital transformation projects with end-user training and process documentation.
• Collaborate with regional teams to standardize processes.

Job description

Quaker Houghton is seeking a Process Governance & Training Lead to establish and maintain a global governance framework for Customer Service and O2C policies. You will develop standardized SOPs, training pathways, and knowledge management practices to ensure consistency across regions.

The role partners with process owners and regional teams to drive transformation, execute change management plans, and support ERP initiatives with end-user documentation and training materials.