Director, Global Process Owner

As Global Process Owner, you'll architect and own the end-to-end technical support / customer support process for the enterprise wide. Your scope will cover: training & QA, documentation, process excellence, and technology transformation. You will lead global team covering Asia, Europe and North America; and will be working with Global Heads across different departments to bring about process efficiency.

You will be responsible for and deliver the following:

Engage Stakeholders & Architect the Future

• Build strong partnerships within Tech Support / CS and with internal teams like Product Management, CX, IT, Quality, and Regulatory.
• Create a strategy that anticipates customer needs and exceeds expectations.
• Turn business goals into creative solutions with KPIs that boost customer success, retention, and profits.

Design Global Standardization

• Harmonize and standardize global processes for agility, quality, and excellence.
• Establish strong controls, documentation, and compliance to maintain reliability and meet regulations.
• Lead regular audits and risk reviews, proactively safeguarding operational integrity.

Faciliate Digital Transformation & Innovation

• Drive impactful transformation using digital platforms, automation, and AI.
• Create seamless, human-centric support journeys - empowering customers with self-service and omnichannel solutions.
• Deliver proactive, personalized experiences that drive measurable business value.

Lead empowered global teams

• Lead, mentor, and energize an experience global team,
• Foster a culture of trust, innovation, and continuous improvement - where customer obsession, reliability, and outcomes are at the core.