FUJIFILM AmericaRemote
Sr Mgr Global Customer Service
United States of America
Full Time
1 week ago
Visa Sponsor
Key skills
Customer Service LeadershipDigital CommerceGlobal Customer ServiceTiered Support ModelsOffshore Vendor ManagementIntercomZendeskSalesforceOrder Management SystemsFulfillment SystemsGoogle Photos EcosystemAutomation StrategyAIBotsWorkflowsGDPRCPRACSATNPSService Performance MetricsBusiness AcumenStrategic ThinkingLeadership
About this role
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.
Responsibilities:
- Define and execute the global customer service strategy for GMSB
- Establish the tiered support model (Tier 1, Tier 2, Tier 3) and regional operating structure
- Serve as the primary CS leader interfacing with Google stakeholders
- Oversee the CS budget, manage and analyse cost allocation models and cost of service to each region
- 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)
- Ensure the platform remains compliant with global data privacy standards(GDPR/CPRA)
- 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
- 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
- Lead and develop CS Ops (Tier 3) team
- Influence regional CS teams without direct reporting lines
- Build scalable org structure as business grows
- 5-8 plus 31 agents
Requirements:
- 8–12+ years in Customer Service / CX leadership, preferably in D2C/eCommerce
- Proven experience leading global customer service organizations
- Deep experience with tiered support models
- Deep experience with offshore/vendor management
- Deep experience with 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