Global Customer Service Process Lead

For our client, we are seeking a Global Customer Service Process Lead to join the team of a leader in the Pharmaceuticals & Biotech space. This role will shape the global customer service process framework and help ensure consistent execution across a large international footprint. The leader will focus on governance, operating model effectiveness, and change management to strengthen service delivery and process discipline. This position will partner closely with cross-functional stakeholders to deploy standards, training, and SOPs that support a customer-centric culture. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $179,400 – $246,600 annually Responsibilities Set strategic direction and governance for global customer service processes Evaluate and improve organizational design and operating model effectiveness Lead change management and stakeholder engagement for process standards Develop and deploy training materials and SOPs across 37 countries Foster a culture of process discipline and customer-centricity within the team Qualifications Bachelor's degree in Business, Operations, Supply Chain, Engineering, Life Sciences, or a related field; Master's preferred Experience in systems requirements, including AI, and organizational design Lean / Six Sigma certification required Extensive knowledge of customer service from a previous global role Proven track record in process improvement and customer-centric strategies Benefits Competitive medical plans for employees and families Free HSA funds and fertility support with stipend Group life and disability insurance, plus paid parental leave 401(k) with profit sharing and employee stock purchase program Extensive learning and development opportunities, including education benefits Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.