Global Process Owner — Customer Care Transformation

AIRGAS INC AND SUBSIDIARIES; Radnor (Delaware County); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401k with company matching

Tuition reimbursement

Airgas Scholarship Program

Paid holidays

Job summary

Airgas, an Air Liquide company, seeks a Global Process Owner for Customer Care to harmonize end-to-end processes and drive agile, scalable operations across regions from the USA to global subsidiaries. You will own design, standards, and playbooks, partnering with IT, Digital and regional leaders to deliver measurable improvements for customers and employees.

The role requires 10–15 years in customer care or large-scale process transformation, mastery of BPM/Lean/Six Sigma, and experience with

Qualifications

• Must have extensive experience in Customer Care and large-scale process transformation.
• Expertise in BPM, Lean, Six Sigma, Design Thinking and related tools.
• Strong stakeholder influence and executive communication skills.

Responsibilities

• Define end-to-end Customer Care processes and maintain global standards.
• Lead multi-country transformation initiatives and measure performance.
• Drive implementation of new service capabilities, tools and workflows; coordinate pilots.
• Governance: align global standards with local adoption and IT/Digital partnerships.
• Apply consulting methodologies and provide leadership to top management.

Skills

Process management

BPM/Lean/Six Sigma

CRM systems

Design Thinking

Stakeholder leadership

Executive communication

Tools

Zendesk

Salesforce Service Cloud

CRM

AI / Chatbot

Self-service

Job description

Airgas, an Air Liquide company, seeks a Global Process Owner for Customer Care to harmonize end-to-end processes and drive agile, scalable operations across regions from the USA to global subsidiaries. You will own design, standards, and playbooks, partnering with IT, Digital and regional leaders to deliver measurable improvements for customers and employees.

The role requires 10–15 years in customer care or large-scale process transformation, mastery of BPM/Lean/Six Sigma, and experience with