Global Process Owner (GPO) Customer Care M/W

Airgas, Inc.; Houston (TX); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical plan

Dental plan

401(k) with company matching

Job summary

Airgas, Inc. in the US seeks a Global Process Owner for Customer Care to define and harmonize end-to-end processes, from order taking to dispute resolution, across regions.

The role drives transformation, pilots and rolling out service capabilities while ensuring adoption and measurement. You will guide global KPIs, SLAs and process standards, partnering with IT, Digital, and regional leaders.

Qualifications

• 10–15 years in Customer Care or related roles with large-scale process transformation.
• Advanced BPM, Lean, Six Sigma, Design Thinking knowledge.
• Experience with global service operations and multichannel engagement.
• Fluent English; French is a major asset.

Responsibilities

• Own end-to-end Customer Care processes, harmonize global standards and documentation.
• Lead multi-country transformation initiatives and capitalize on performance levers.
• Drive program implementation for new service capabilities, tools and workflows.
• Governance and change management across regions; align with global teams.
• Apply consulting-grade methodologies and act as expert reference for top management.
• Define global KPIs and SLAs and monitor performance trends.

Skills

Leadership

Process management

Lean Six Sigma

Design Thinking

Executive communication

Tools

Zendesk

Salesforce Service Cloud

Google CES

AI Chatbot

Job description

Global Process Owner (GPO) Customer Care M/W (Open)

Location: Radnor, PA (Airgas HO) - Management; Houston, TX (HO) - Management

The job will be based in the USA.

Key Missions

• End to End Process Ownership and Design: Define, harmonize and document selected "End-to-End" target processes for Customer Care (from order taking to dispute resolution). Define and maintain global process standards, documentation and interfaces. Ensure customer-centric, scalable and technology-enabled processes. Collaborate with cross-functional teams to develop service frameworks, standards, and playbooks that align with global objectives.

• Transformation & Innovation: Lead multi-country transformation initiatives. Identify and size performance levers, based on selected KPIs. Integrate market best practices.

• Program Implementation. Drive the implementation of new service capabilities, tools, and workflows. Coordinate pilots and phased rollouts across regions, ensuring effective training, adoption, and measurement.

• Governance & Change Management: Mobilize and convince international subsidiaries to adopt the new standards. Act as a single point of accountability for process decisions. Balance global consistency with local adoption. Align with Global Business Support teams, IT, Digital, and Regional leaders. Challenge local status quos to promote global alignment.

• Consulting Expertise: Apply consulting-grade methodologies and structured problem-solving. Act as an expert reference for top management to build competence in modern Customer Care management (tools, KPIs, Lean/Six Sigma methodologies).

• Performance & Analytics Monitoring: Define global performance indicators (KPIs) and SLAs. Ensure tracking to help prioritize improvements and report on service performance trends

Are you a MATCH?

• Experience: Minimum 10 to 15 years of experience in the Customer Care field and/or in customer facing roles within IM, including a significant part spent on large-scale process transformation projects. Experience in matrix organizations and with global service operations and/or omnichannel engagement.

• Business Expertise: Advanced mastery of process management methodologies (BPM, Lean, Six Sigma, Design Thinking), associated technological tools (CRM, Artificial Intelligence / Chatbot, Self-service) and customer service platforms (e.g. Zendesk, Salesforce Service Cloud, Google CES, …).

• Soft Skills:

  • Influential Leadership: Ability to convince various stakeholders (Subsidiary Directors, field teams) without a direct hierarchical link. Influence without authority.
  • Operational/Strategic Duality: Ability to "dive into technical details" while maintaining a macro and strategic vision.
  • Critical Thinking: Ability to challenge established organizations with benevolence and determination.
  • Executive-level written and oral communication

• Languages: Fluent English is essential (daily international context); French is a major asset.

Benefits

We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees.

Additionally, we offer our eligible employees a 401(k) plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees' dependents, and an Airgas Scholarship Program for dependent children.

Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

Equal Employment Opportunity Information

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Airgas, an Air Liquide Company, is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973.

Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at [e-mail].