Global Process Owner (GPO) - Customer Care (m/f/d)

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.

 

How will you CONTRIBUTE and GROW?

 

• 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, 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 or German are a major asset.

Location : position based either in Saint-Priest (France), in Paris (France), or in Leipzig (Germany).

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Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.