Global Customer Service Governance & Capability Lead

Quaker Houghton; Conshohocken, Northern (Montgomery County, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive pay

Volunteer time off

Tuition Reimbursement

Savings Plan

Comprehensive benefits

Job summary

Quaker Houghton is seeking a Customer Service Governance & Capability Manager to establish and govern the global Customer Service process framework, ensuring consistent Order-to-Cash activities across regions.

You will develop policies, SOPs, training curricula, and knowledge management tools, collaborate with regional teams and leadership, and drive adoption of global standards to improve compliance, reduce variation, and elevate capability.

Qualifications

• Experience designing and governing global process frameworks.
• Ability to develop SOPs, work instructions and SOP change control.
• Strong collaboration with regional teams and leadership.

Responsibilities

• Establish and maintain the global governance framework for Customer Service and O2C policies.
• Develop standardized SOPs, process maps and governance documents.
• Design global training strategies and role-based learning paths.
• Maintain centralized knowledge management and learning platforms.
• Lead change management and transformation support across tools and systems.

Job description

Quaker Houghton is seeking a Customer Service Governance & Capability Manager to establish and govern the global Customer Service process framework, ensuring consistent Order-to-Cash activities across regions.

You will develop policies, SOPs, training curricula, and knowledge management tools, collaborate with regional teams and leadership, and drive adoption of global standards to improve compliance, reduce variation, and elevate capability.