| Location | (Remote) |
Position Overview
Fujifilm is seeking a Senior Manager of Global Customer Service to lead the end-to-end customer service strategy and execution globally for Digital Commerce.
This role is responsible for defining the global service model, technology strategy, and performance framework, ensuring a best-in-class, scalable customer experience across all regions. You will also be responsible for the reputation of the support function across all global tenants. The focus should be on long-term growth, efficiency, and ensuring that CS acts as a value-driver for the company.
Company Overview
At FUJIFILM North America Corporation, we are many things to both consumers and business customers. We're looking for passionate, mission-driven people to help us continue to innovate.
With five operating divisions, there's a lot of opportunity to find your niche and make an impact. Perhaps you'll click with our Imaging Division that provides one-time-use cameras, digital printing equipment, and instax. Maybe you'll get charged up about our Electronic Imaging Division that markets digital cameras, lenses, and accessories for content creators. Or, you might have your eye on our Optical Devices Division, which provides optical lenses for the broadcast, cinematography, videography, and industrial markets. You could be drawn to our Business Innovation Division-they develop office and commercial print solutions and enable digital transformation. And if you're interested in tape, check out our Industrial Products Division-they develop data storage solutions.
We offer a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City.
Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of "giving our world more smiles." Visit: https://www.fujifilm.com/us/en/about/region/careers
Job Description
Responsibilities
Strategy & Leadership
Platform & Integration
Oversee implementation and optimization of Intercom (Top Tier)
Ensure seamless integration with:
Order management systems
Fulfillment/lab systems
Google Photos ecosystem
Drive automation strategy (AI, bots, workflows)
Compliance & Risk: Ensure the platform remains compliant with global data privacy standards(GDPR/CPRA).
Global Operations
Manage performance across:
Offshore Tier 1 vendor
In-country Tier 2 teams
Tier 3 operations (QA, reporting, VOC)
Establish global SLAs, KPIs, and reporting cadence
Customer Experience & Continuous Improvement
Own global CSAT, NPS, and service performance metrics
Translate customer insights into:
Product improvements
UX enhancements
Operational changes
Drive continuous optimization of cost, efficiency, and experience
Team Leadership
Required Skills/Education
8-12+ years in Customer Service / CX leadership, preferably in:
D2C/eCommerce
Marketplace or digital platforms
Proven experience leading global customer service organizations
Deep experience with:
Tiered support models
Offshore/vendor management
CS platforms (Intercom, Zendesk, Salesforce)
Strong business acumen:
Ability to connect CS performance to revenue, retention, and cost
Experience working with large strategic partners or enterprise clients
Key Differentiator
Salary and Benefits:
#LI-Remote
EEO Information
Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.
ADA Information
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hlushrteam@fujifilm.com).