FUJIFILM AmericaRemote
Senior Managr Global Customer Service
United States of America
Full Time
5 hours ago
Visa Sponsor
Key skills
Customer Service LeadershipCustomer Experience (CX) LeadershipD2C/eCommerceMarketplace PlatformsDigital PlatformsGlobal Customer Service OrganizationsTiered Support ModelsOffshore Vendor ManagementIntercomZendeskSalesforceData Privacy Compliance (GDPR/CPRA)Customer Satisfaction (CSAT)Net Promoter Score (NPS)Service Level Agreements (SLA)Key Performance Indicators (KPI)Stakeholder ManagementBusiness AcumenAILeadership
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 stakeholders
- Financial Management: 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, 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