Remote Global Customer Service Process Lead

Ladders; United States; Remote; USD 179,000 - 247,000; Full time

Benefits offered by this job

Competitive medical plans

Free HSA funds and fertility support

Life and disability insurance

401(k) with profit sharing

Employee stock purchase program

Education benefits

Job summary

Ladders is assisting a client in finding a Global Customer Service Process Lead to shape the global process framework across a large international footprint. The role emphasizes governance, operating model effectiveness, and change management to strengthen service delivery and process discipline.

The position partners with cross-functional stakeholders to deploy standards, training, and SOPs that support a customer-centric culture. Remote work for US-based candidates only.

Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Engineering or Life Sciences.
• Master's degree is preferred but not required.
• Experience with systems requirements, including AI, and org design.
• Lean / Six Sigma certification is required.
• Extensive knowledge of global customer service.

Responsibilities

• Set strategic direction and governance for global customer service processes.
• Evaluate and improve organizational design and operating model effectiveness.
• Lead change management and stakeholder engagement for process standards.
• Develop and deploy training materials and SOPs across 37 countries.
• Foster a culture of process discipline and customer-centricity within the team.

Skills

Process optimization

Stakeholder management

Change management

Customer service knowledge

Lean Six Sigma

Education

Bachelor's degree in Business/Operations

Master's degree preferred

Tools

Lean Six Sigma tools

AI systems experience

Job description

Ladders is assisting a client in finding a Global Customer Service Process Lead to shape the global process framework across a large international footprint. The role emphasizes governance, operating model effectiveness, and change management to strengthen service delivery and process discipline.

The position partners with cross-functional stakeholders to deploy standards, training, and SOPs that support a customer-centric culture. Remote work for US-based candidates only.