Global Process Owner – GBS

Key Responsibilities

Engage Stakeholders & Architect the Future

• Build strong partnerships within Tech Support and with internal teams like Product Management, CX, IT, Quality, and Regulatory.
• Create a proactive support service strategy that anticipates customer needs and exceeds expectations.
• Turn business goals into creative solutions with KPIs that boost customer success, retention, and profits.
• Benchmark relentlessly and raise the bar for industry-leading outcomes

Design for Reliability & Governance

• 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.

Lead 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 a world-class global team.
• Foster a culture of trust, innovation, and continuous improvement – where customer obsession, reliability, and outcomes are at the core.

Travel Required: 15% – 25%

Qualification & Requirements

• You are a strategic operator with proven GPO experience in GBS/MedTech, renowned for setting bold strategies and consistently delivering exceptional results across global operations.
• You excel as a digital-first value creator, leveraging automation, AI, and analytics (e.g., ServiceNow, Salesforce, Genesys, AI platforms) to modernize support and drive measurable business outcomes.
• You have a strong track record in driving Design for Reliability & Governance, building robust controls, auditability, and compliance (FDA/ISO 13485/GDPR/HIPAA/SOX) with a DFR mindset – no surprises, reliability by design.
• You possess exceptional communication skills and executive presence, influencing and engaging diverse stakeholder groups across cultures, geographies, and functions.
• You are recognized for being relentlessly results-oriented and agile, demonstrating the discipline and motivation to lead through complexity and scale impact in dynamic, fast-paced environments.
• You have built and scaled high-performing teams, recruiting top talent, designing effective organizational structures, and aligning capabilities with strategic goals.

Experience and Education Requirements

• Typically requires a Bachelor’s Degree
• Typically with at least 13 years of relevant experience
• Typically with at least 8 years people management experience

Benefits

• A front row seat to life changing CGM technology.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.