Global Process Leader (m/f/d) – Customer Care for Global Business Services

Key Responsibilities

• Global process ownership and harmonization, including end-to-end design, standards and reduction of regional variants
• Process governance and controls, with defined decision rights aligned to risk, compliance and quality
• ERP and enterprise transformation enablement, encompassing ERP process design, stabilization and adoption
• Digital-first and AI enablement, including prioritization and implementation of AI, automation and agentic solutions
• Process excellence capability building and partnership with innovation hubs for scaling automation and AI-as-a-service
• Performance management and value realization, including KPI definition (quality, cycle time, cost, productivity, CSAT) and benefits tracking
• Continuous improvement leadership, driving gap closure and measurable enterprise value from transformations
• Service delivery and sourcing strategy, balancing captive, outsourced and digital-first delivery models
• Integration and coordination of distributed resources, hubs, site leads and BPO partners for consistent execution
• Stakeholder leadership and governance participation, acting as primary global process interface and change agent
• Risk mitigation and escalation management through regular service, process and transformation reviews
• Support for transition to AI-augmented operating model, with humans focused on orchestration and exceptions

Qualification & Requirements

Qualiciations

• Bachelor’s degree required; Master’s in Business Administration or equivalent preferred
• 10+ years in global Customer Care process ownership, shared services or transformation roles
• Proven leadership in ERP-enabled process transformation and post-ERP stabilization
• Demonstrated success in process standardization, automation and AI adoption
• Experience operating in global, matrixed organizations with captive and outsourced delivery models
• Experience in MedTech or MedTech-adjacent industries is a benefit
• Expertise in global service delivery models (follow-the-sun, shared services, BPO)
• Strong process excellence, Lean and digital transformation capabilities (RPA, AI, ERP, case management)
• Advanced stakeholder influencing, executive engagement and change leadership skills
• Strong analytical orientation with data-driven decision-making and KPI management
• Strategic and hands-on execution capability with commercial and financial acumen (budgets, contracts, vendors)
• Talent leadership and people development experience, fostering innovation and continuous improvement
• Advanced English communication and cross-cultural collaboration skills; flexibility for travel and non-standard hours

Your Competencies

The interview will be competence based and the following competencies will be assessed:

• Build for the Future
• Deliver Results
• Lead People
• Lead Self
• Model and champion Our Core Values

Benefits

• Flexible working hours, remote work possible (up to 60%)
• 30 days of holidays per year
• Modern office and an inspiring working environment
• Employee restaurant with live cooking and healthy food (subsidized)
• Public transport ticket (100 % subsidized) or free parking space
• Company sport groups and an inhouse company gym
• Employee Assistance Program to support your health, mental and emotional well-being
• A comprehensive company pension scheme
• Company medical officer and vaccination offers
• Childcare through our ‘Buttje&Deern’ partner
• Bike leasing