Global Order Management Customer Service Lead Director

Overview Are you ready to lead a global transformation in customer service excellence? As the Global Customer Service Lead Director , you will be at the forefront of revolutionizing Order Management across the enterprise. This high-impact role is responsible for designing and deploying a differentiated Premium+ service model that delivers gold-standard customer support to over 400 stakeholders worldwide. You’ll shape the strategy, build and lead a world-class global execution team, and drive top-line growth by enhancing the customer experience through proactive, AI-enabled service delivery. With a $400MM process value at stake, your leadership will be instrumental in elevating performance, accelerating automation, and embedding continuous improvement into every layer of the order-to-cash lifecycle. Responsibilities Design & Deploy Strategy: Architect and implement a global Premium+ service model that transforms Order Management into a proactive, value-driven customer support capability. Lead Global Execution: Build, mentor, and inspire a high-performing team across geographies to deliver exceptional service and drive continuous improvement. Drive Innovation: Leverage AI, automation, and digital technologies to streamline processes, reduce cycle times, and enhance customer satisfaction. Stakeholder Engagement: Collaborate with Global Capability Centers, Business Units, and SC Customer Support Leaders to align strategy and execution. Performance Excellence: Define KPIs, track metrics, and foster a culture of ownership, learning, and operational excellence. Customer Advocacy: Use insights and feedback to champion improvements that matter most to Premium+ clients. Escalation Leadership: Act as a strategic escalation point, ensuring timely resolution of complex issues and seamless customer experience. *This role will require up to 50% international travel. Qualifications Bachelor’s degree in Business, Operations Management, Engineering or related field (MBA preferred) 10+ years in customer service or operations , with 5+ years in senior leadership roles Deep understanding of order processing, SAP systems, and supply chain dynamics is a MUST Proven success in multinational environments and matrix organizations Expertise in CRM platforms , contact center technologies, and digital service solutions Strong strategic thinking, analytical skills, and performance management experience Exceptional communication, stakeholder management, and relationship-building skills Ability to lead remote teams and influence cross-functional partners globally Fluent in English (Spanish is a plus)