Global Service Leader: Elevate Customer Experience

Brunswick; United States; Hybrid; USD 175,000 - 234,000; Full time

Job summary

Brunswick is seeking a VP, Global Service to lead strategic transformation of Navico Group's global service operations. You will define a multi-year roadmap, standardize processes, and drive improvements across geographies to elevate customer experiences and enable growth.

In this executive role, you will guide diverse teams in technical service, field service, warranty, order management, and commercial operations while partnering with engineering, quality, and product teams to deliver

Qualifications

• Bachelor's degree in Business, Engineering, Operations, Supply Chain, Finance or related field.
• 12+ years of progressive leadership experience in service, operations, business transformation, operational excellence, or related disciplines.
• Proven track record leading business-wide transformation initiatives and driving significant organizational change.
• Experience building and leading high-performing global service organizations within a complex manufacturing environment.
• Demonstrated success improving customer experience, operational performance, productivity, and business results.
• Strong expertise in business process redesign, continuous improvement, operating model transformation, and change leadership.
• Exceptional executive presence and ability to influence leaders across multiple functions and geographies.
• Experience leading global teams and managing large-scale strategic initiatives.

Responsibilities

• Define and execute the global Service strategy, positioning Service as a competitive differentiator that enhances customer experience, enables business growth, and strengthens long-term customer loyalty across global markets.
• Serve as a key member of the executive leadership team, contributing to enterprise strategy, organizational effectiveness, operational modernization, and long-term value creation.
• Lead a diverse global organization encompassing Technical Service, Field Service, Warranty, Order Management, Commercial Operations, Technical Training, Technical Communications, and Service Communications, creating alignment around a common vision, operating model, and performance expectations.
• Deliver measurable improvements in customer satisfaction, service performance, operating efficiency, employee productivity, and financial results.
• Develop organizational capability, leadership talent, and succession plans while embedding a culture of accountability, engagement, innovation, and continuous improvement.
• Own the realization of revenue through effective Order Management and Commercial Operations, ensuring the organization consistently delivers on customer commitments while optimizing business performance.
• Drive the evolution of service capabilities, operating practices, and organizational effectiveness to support increasing business complexity, changing customer expectations, and future growth ambitions.
• Ensure world-class execution across the customer lifecycle, balancing customer outcomes, operational performance, quality, responsiveness, and commercial results while maintaining a relentless focus on continuous improvement.
• Provide executive leadership for the digital Service ecosystem, guiding the strategy, adoption, and optimization of customer-facing and operational platforms including ERP, CRM, customer portals, telephony solutions, AI-enabled capabilities, EDI integrations, and future technology investments.
• Leverage customer insights, operational data, and emerging technologies to identify opportunities, accelerate performance, and advance the maturity of service operations.
• Champion serviceability as a core product attribute, influencing product, system, and process design to improve customer outcomes, supportability, lifecycle value, and operational efficiency.
• Lead Service Readiness for new product introductions, ensuring capabilities, knowledge, support models, training, communications, tools, and processes are established to deliver a seamless customer experience from launch through lifecycle support.
• Provide executive oversight for product performance and customer safety as a member of the Product Performance Committee, partnering with Engineering, Quality, Manufacturing, and Product teams to identify emerging risks, drive corrective actions, and ensure service insights inform product improvements, customer protection, and long-term business sustainability.
• Build strong partnerships with customers, channel partners, dealers, distributors, and industry stakeholders to strengthen market position, improve customer outcomes, and influence the future direction of service excellence within the industry.
• Serve as Navico Group’s representative on the Enterprise Service Council, driving enterprise- and industry-wide transformation strategy to elevate customer experiences across Brunswick and the wider marine industry

Skills

Leadership

Global service leadership

Strategic planning

Change management

Executive presence

Cross-functional collaboration

Performance improvement

Education

Bachelor's degree in Business, Engineering, Operations, Supply Chain, Finance

Tools

ERP systems

CRM systems

Job description

Brunswick is seeking a VP, Global Service to lead strategic transformation of Navico Group's global service operations. You will define a multi-year roadmap, standardize processes, and drive improvements across geographies to elevate customer experiences and enable growth.

In this executive role, you will guide diverse teams in technical service, field service, warranty, order management, and commercial operations while partnering with engineering, quality, and product teams to deliver