Global Process Owner (GPO) - Customer Care (m/f/d)

Job description

As the Global Process Owner, you are the guarantor of the design, harmonization,convergence and optimization of some Customer Care processes worldwide. Your goal is to support the transformation of our current approach into an agile, process-driven organization to support the Group's growth and efficiency ambitions. You will be able to quickly deliver efficiencies and improvements for both our customers and employees. How will you CONTRIBUTE and GROW? End to End Process Ownership and Design : Define, harmonize and document selected "End-to-End" target processes for Customer Care (from order taking to dispute resolution). Define and maintain global process standards, documentation and interfaces. Ensure customer-centric, scalable and technology-enabled processes. Collaborate with cross‑functional teams to develop service frameworks, standards, and playbooks that align with global objectives. Transformation & Innovation : Lead multi-country transformation initiatives. Identify and size performance levers, based on selected KPIs. Integrate market best practices. Program Implementation .Drive the implementation of new service capabilities, tools, and workflows. Coordinate pilots and ph...