Global Process Owner, Customer Care Transformation

US11335-AIRGAS Airgas, Inc.; Radnor (Delaware County); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, dental, vision

401k with company matching

Employee Assistance Program

Paid holidays

Parental leave

Job summary

Airgas is seeking a Global Process Owner for Customer Care to lead end-to-end process design, global standards, and cross‑functional collaboration across regions. The role focuses on harmonization, automation, and performance measurement to drive efficiency and exceptional customer experiences.

The position requires extensive experience in process transformation, strong leadership, and the ability to balance global consistency with local adoption, working with IT, Digital, and regional leaders.

Qualifications

• 10–15 years of experience in Customer Care and large-scale process transformation.
• Experience in matrix organizations and global service operations.
• Strong mastery of BPM, Lean, Six Sigma and Design Thinking methodologies.

Responsibilities

• Define, harmonize and document end-to-end Customer Care processes.
• Maintain global process standards, documentation and interfaces.
• Ensure customer-centric, scalable, technology-enabled processes.
• Collaborate with cross-functional teams to develop service frameworks and playbooks.
• Lead multi-country transformation initiatives and size performance levers.
• Drive implementation of new service capabilities and global rollouts.
• Govern change management and align with Global Business Support, IT and regional leaders.
• Apply consulting methodologies and act as expert reference for top management.
• Define global KPIs and SLAs, monitor performance trends.

Skills

Influential leadership

Operational/Strategic duality

Critical thinking

Executive-level communication

Fluent English

Tools

CRM

Artificial Intelligence / Chatbot

Self-service

Zendesk

Salesforce Service Cloud

Google CES

Job description

Airgas is seeking a Global Process Owner for Customer Care to lead end-to-end process design, global standards, and cross‑functional collaboration across regions. The role focuses on harmonization, automation, and performance measurement to drive efficiency and exceptional customer experiences.

The position requires extensive experience in process transformation, strong leadership, and the ability to balance global consistency with local adoption, working with IT, Digital, and regional leaders.