Senior Managr Global Customer Service
United States of America
Full Time
5 hours ago
H1B Sponsor Likely
Key skills
Customer Service LeadershipCustomer Experience LeadershipeCommerceMarketplace PlatformsDigital PlatformsGlobal Customer Service OrganizationsTiered Support ModelsOffshore Vendor ManagementIntercomZendeskSalesforceData Privacy ComplianceGDPRCPRACSATNPSPerformance MetricsAutomation StrategyAIBotsWorkflowsOrder Management SystemsFulfillment SystemsGoogle Photos EcosystemBusiness AcumenLeadership
About this role
FUJIFILM Cellular Dynamics, Inc 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 focuses on defining the global service model and ensuring a scalable customer experience across all regions while driving long-term growth and efficiency.
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
- 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