Job Overview

• Lead with Accountability: Spearhead your team to achieve specific departmental goals, focusing on delivering a superior Customer Experience.
• Cultivate Customer Relationships: Empower your team to enhance and expand customer engagement.
• Talent Acquisition and Development: Recruit and nurture top talent, building a team that embodies our vision and drives organizational transformation.
• Champion of Change: Lead by example in adopting transformation initiatives and fostering a culture of positive change.
• Operational Excellence: Instill a mindset of continuous improvement, enhancing team efficiency and service quality.
• Career Development: Offer opportunities for team growth and development, preparing them for future career advancements.
• Cross-Functional Collaboration: Work seamlessly with internal partners in different BU’s, engineering, planning, and sales to ensure comprehensive customer support.

What your background should look like:

• Experience in a shared service environment.
• Stake Holder management experience
• Track record of successful change management in Customer Care.
• Leadership experience in large, multi-layered teams.
• 8 + years in multinational Customer Care operations, with at least 5 years in a relevant role.
• Effective collaboration across all organizational levels.
• Industry-specific experience is advantageous.
• Exceptional communication skills.

Competencies