液化空气集团
GlobalProcessOwner(GPO)CustomerCare
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“Global Process Owner (GPO) Customer Care at 液化空气集团. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, Customer Care. End to End Process Ownership and Design. Transformation & Innovation”
What You'll Achieve.
support the transformation of our current approach into an agile, process-driven organization to support the Group's growth and efficiency ambitions.; quickly deliver efficiencies and improvements for both our customers and employees.; Define global performance indicators (KPIs) and SLAs.; Ensure tracking to help prioritize improvements and report on service performance trends.
Industry & Context.
Apply consulting-grade methodologies and structured problem-solving.; Critical Thinking
What They're Looking For.
Must Have
Minimum 10 to 15 years of experience in the Customer Care field and/or in customer facing roles within Industrial Merchants, including a significant part spent on large-scale process transformation projects., Experience in matrix organizations and with global service operations and/or omnichannel engagement., Advanced mastery of process management methodologies (BPM, Lean, Six Sigma, Design Thinking), associated technological tools (CRM, Artificial Intelligence / Chatbot, Self-service) and customer service platforms (e. g. Zendesk, Salesforce Service Cloud, Google CES,. . . )., Ability to convince various stakeholders (Subsidiary Directors, field teams) without a direct hierarchical link., Ability to 'dive into technical details' while maintaining a macro and strategic vision., Ability to challenge established organizations with benevolence and determination., Executive-level written and oral communication in both English and Chinese Mandarin
What You'll Do.
End to End Process Ownership and Design
Transformation & Innovation
Program Implementation
Governance & Change Management
Performance & Analytics Monitoring
How You'll Work.
Team & Collaboration
Collaborate with cross‑functional teams to develop service frameworks, standards, and playbooks that align with global objectives.; Align with Global Business Support teams, IT, Digital, and Regional leaders.
Communication Scope
Executive-level written and oral communication in both English and Chinese Mandarin
Process & Methodology
Lead multi-country transformation initiatives., Drive the implementation of new service capabilities, tools, and workflows., Coordinate pilots and phased rollouts across regions, ensuring effective training, adoption, and measurement.
Full Job Description
液化空气集团早在1916年就进入中国，70年代开始向中国提供空分设备，经过多年的稳步发展，目前在中国设有近120家工厂，遍布40多个城市，拥有约5000名员工。集团在华主要经营范围包括工业及医用气体的运营，家庭健康服务，工程与制造业务，以及全球市场与技术和上海创新园从事的创新业务。公司业务已覆盖中国主要的沿海工业区域，并继续向中部、南部和西部地区拓展。 液化空气通过创造卓越绩效和履行责任追求盈利性增长和长期可持续发展，并保持在中国的行业领先地位。依托于集团的长期战略与全球资源，公司聚焦能源、环境、高科技和健康等领域，以迎接挑战并创造新的市场机遇。凭借专业团队的全力支持，公司致力于为客户提供可信赖的服务与高附加值解决方案，同时履行企业社会责任。 As the Global Process Owner, you are the guarantor of the design, harmonization,convergence and optimization of some Customer Care processes worldwide. Your goal is to support the transformation of our current approach into an agile, process-driven organization to support the Group's growth and efficiency ambitions. You will be able to quickly deliver efficiencies and improvements for both our customers and employees. The job will be based in Shanghai, China ## **您将如何贡献和成长 ？** * **End to End Process Ownership and Design** : Define, harmonize and document selected "End-to-End" target processes for Customer Care (from order taking to dispute resolution). Define and maintain global process standards, documentation and interfaces. Ensure customer-centric, scalable and technology-enabled processes. Collaborate with cross‑functional teams to develop service frameworks, standards, and playbooks that align with global objectives. * **Transformation & Innovation**: Lead multi-country transformation initiatives. Identify and size performance levers, based on selected KPIs. Integrate market best practices. * **Program Implementation**.Drive the implementation of new service capabilities, tools, and workflows. Coordinate pilots and phased rollouts across regions, ensuring effective training, adoption, and measurement. * **Governance & Change Management:** Mobilize and convince international subsidiaries to adopt the new standards. Act as a single point of accountability for process decisions. Balance global consistency with local adoption. Align with Global Business Support teams, IT, Digital, and Regional leaders. Challenge local status quos to promote glob
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