Senior Managr Global Customer Service

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 is responsible for defining the global service model and 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