Global Customer Service Process Lead

Ladders; United States; À distance; USD 179 000 - 247 000; Plein temps

Avantages offerts par ce poste

Competitive medical plans

Free HSA funds and fertility support

Life and disability insurance

401(k) with profit sharing

Employee stock purchase program

Education benefits

Résumé du poste

Ladders is assisting a client in finding a Global Customer Service Process Lead to shape the global process framework across a large international footprint. The role emphasizes governance, operating model effectiveness, and change management to strengthen service delivery and process discipline.

The position partners with cross-functional stakeholders to deploy standards, training, and SOPs that support a customer-centric culture. Remote work for US-based candidates only.

Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Engineering or Life Sciences.
• Master's degree is preferred but not required.
• Experience with systems requirements, including AI, and org design.
• Lean / Six Sigma certification is required.
• Extensive knowledge of global customer service.

Responsabilités

• Set strategic direction and governance for global customer service processes.
• Evaluate and improve organizational design and operating model effectiveness.
• Lead change management and stakeholder engagement for process standards.
• Develop and deploy training materials and SOPs across 37 countries.
• Foster a culture of process discipline and customer-centricity within the team.

Connaissances

Process optimization

Stakeholder management

Change management

Customer service knowledge

Lean Six Sigma

Formation

Bachelor's degree in Business/Operations

Master's degree preferred

Outils

Lean Six Sigma tools

AI systems experience

Description du poste

For our client, we are seeking a Global Customer Service Process Lead to join the team of a leader in the Pharmaceuticals & Biotech space.

This role will shape the global customer service process framework and help ensure consistent execution across a large international footprint. The leader will focus on governance, operating model effectiveness, and change management to strengthen service delivery and process discipline. This position will partner closely with cross-functional stakeholders to deploy standards, training, and SOPs that support a customer-centric culture.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $179,400 – $246,600 annually

Responsibilities

• Set strategic direction and governance for global customer service processes
• Evaluate and improve organizational design and operating model effectiveness
• Lead change management and stakeholder engagement for process standards
• Develop and deploy training materials and SOPs across 37 countries
• Foster a culture of process discipline and customer-centricity within the team

Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Engineering, Life Sciences, or a related field; Master's preferred
• Experience in systems requirements, including AI, and organizational design
• Lean / Six Sigma certification required
• Extensive knowledge of customer service from a previous global role
• Proven track record in process improvement and customer-centric strategies

Benefits

• Competitive medical plans for employees and families
• Free HSA funds and fertility support with stipend
• Group life and disability insurance, plus paid parental leave
• 401(k) with profit sharing and employee stock purchase program
• Extensive learning and development opportunities, including education benefits

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.