Customer Service Process Excellence & Systems Manager

Continuous Improvement & Process Excellence

• Lead the Customer Service continuous improvement strategy and roadmap across global Order-to-Cash processes.

• Identify opportunities to improve service quality, efficiency, customer experience, and process standardization.

• Facilitate problem-solving methodologies to drive sustainable process improvements.

• Conduct process mapping, value-stream analysis, and root-cause investigations to identify improvement opportunities.

• Develop and implement standardized best practices across regions and customer service teams.

• Establish continuous improvement governance and track realization of identified benefits

Process Transformation & Automation

• Lead initiatives to automate manual processes and reduce transactional complexity across Customer Service operations.

• Evaluate and implement workflow automation, robotic process automation (RPA), AI-enabled solutions, and digital tools where appropriate.

• Partner with business stakeholders to redesign processes that improve customer experience and operational performance.

• Develop business cases that quantify expected business benefits, productivity gains, and return on investment.

• Monitor post-implementation performance and benefits realization against project objectives.

Systems Ownership & Technology Enablement

• Serve as the business owner for Customer Service technology platforms and supporting systems.

• Define business requirements for system enhancements, upgrades, integrations, and new technology implementations.

• Partner with IT, Digital, and external providers to prioritize and execute technology roadmaps.

• Ensure system capabilities support standardized business processes and evolving organizational needs.

• Manage testing, user acceptance activities, and business readiness for system deployments.

• Maintain a pipeline of technology improvement opportunities and innovation initiatives.

Customer Service & O2C Optimization

• Analyze end-to-end O2C performance to identify bottlenecks, service failures, and process inefficiencies.

• Drive improvements in order management, customer communications, dispute resolution, invoicing, and fulfillment-related processes.

• Collaborate with Customer Service leaders to improve operational performance through process redesign and technology adoption.

• Support global standardization initiatives to reduce process variation and increase scalability.

• Promote a customer-centric approach in all improvement and system enhancement activities.

Change Management & Adoption

• Lead organizational change efforts associated with process and technology transformations.

• Develop communication, training, and stakeholder engagement plans to drive successful adoption.

• Partner with the Policies, Procedures & Training Lead to ensure documentation and training materials remain current following process and system changes.

• Establish feedback mechanisms to measure user adoption and identify opportunities for further improvement.

• Act as a change champion and advocate for continuous improvement across the organization.

Project & Portfolio Management

• Manage a portfolio of Customer Service improvement and systems initiatives.

• Prioritize projects based on business value, strategic alignment, customer impact, and resource availability.

• Facilitate governance reviews and provide project status updates to leadership teams.

• Identify risks and mitigation strategies to ensure successful project delivery.

• Track and report realized operational and financial benefits resulting from improvement initiatives.