Global Process Owner (GPO) Customer Care M/W

Airgas, Inc.; Radnor (Delaware County); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision plans

401k plan with company matching

Paid holidays and parental leave

Job summary

Airgas, Inc. is seeking a Global Process Owner (GPO) Customer Care to oversee the international customer care processes, applying advanced methodologies like BPM and Lean. With 10-15 years of customer care or related experience, this role involves leading transformation projects, ensuring customer-centric processes, and setting global standards. The position requires influential leadership, critical thinking skills, and fluency in English along with other benefits like medical and retirement plans.

Qualifications

• 10-15 years of experience in Customer Care or customer-facing roles.
• Advanced mastery of BPM, Lean, Six Sigma, and Design Thinking.
• Fluent in English; French is a major asset.

Responsibilities

• Design and document global process standards for Customer Care.
• Lead transformation initiatives across multiple countries.
• Implement new service capabilities and workflows.

Skills

Customer Care expertise

Process management methodologies

Fluency in English

Influential Leadership

Critical Thinking

Tools

CRM platforms

Artificial Intelligence / Chatbot technologies

Service platforms (e.g., Zendesk, Salesforce)

Job description

Overview

R10089046 Global Process Owner (GPO) Customer Care M/W (Open). Location: Radnor, PA (Airgas HO) - Management; Houston, TX (HO) - Management.

How will you CONTRIBUTE and GROW? As the Global Process Owner, you are the guarantor of the design, harmonization, convergence and optimization of some Customer Care processes worldwide. Your goal is to support the transformation of our current approach into an agile, process-driven organization to support the Group's growth and efficiency ambitions. You will be able to quickly deliver efficiencies and improvements for both our customers and employees.

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 crossfunctional 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 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 eligible employees a 401k 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 eligibility for the described benefits and any terms or conditions.

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. 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].

About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions.

Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you\'ll find a welcoming workplace where you\'re valued for who you are and where you can fill your potential while growing a fulfilling career - whatever path you choose.

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This job description preserves the essential responsibilities and requirements for the position as of today. It may be subject to change without notice.