Job Title:

Global Process Lead

Business Area:

Product & Client Support


Lexington, KY USA

Job ID:


Global Process Lead

The Global Customer Support Services Global Process Lead (GPL) is responsible for driving strategic initiatives and continuous improvements across end-to-end processes for the customer support organization.  The GPL will align all strategic initiatives for processes, polices, and technologies across geographies.  Global Customer Support Services is undertaking a series of exciting and impactful strategic initiatives, and is seeking a strong leader who can define, drive, and improve global process standards across the organization.

The GPL responsibilities include:

  • Develops the strategy to drive consistent operational excellence across all teams in the global customer support services organization
  • Provides leadership on process documentation within the context of the global policy and process design and monitors adherence through agreed upon KPIs & other metrics
  • Partners with Operational Management and the Global Governance Lead to agree upon and deliver KPIs & other metrics
  • Monitors global compliance and process performance, recommends process localization as needed
  • Manages the approval / rejection of business cases for change requests
  • Proposes the prioritization and requirements of initiatives for Global Customer Support CI
  • Responsible for end to end and new process design
  • Manages and prioritizes portfolio of change initiatives that impact overall process
  • Encourages and drives the generation of continuous improvement ideas within the process network
  • Responsible for overseeing the definition, measurement, and establishment of service levels and SLA/KPI targets for the functional area
  • Partners with Operations Management and Global Product Support Leads to identify training needs for local users/super users based on changes to process
  • Reviews and approves all changes to current policies and procedures for the functional area



  • 8+ years in-depth functional expertise in the area of Customer Support or related field
  • Domestic and international travel is required

Preferred Qualifications:

  • Bachelor’s degree preferred in Business, Engineering, or Computer Science
  • MS Dynamics 365 experience
  • Experience partnering with IT on problem resolution and enhancement requests
  • 5+ years project leadership experience
  • Excellent written and verbal communication skills to effectively communicate with all levels of management and teams
  • Ability to quickly absorb product and process knowledge and apply appropriately to meet strategic goals
  • Strong analytical skills, knowledge of benchmarking processes and application of best practices, and problem-solving skills
  • Control and Process Oriented
  • Global Experience
  • Formal Continuous Improvement training (i.e. Six Sigma)
  • Ability to influence
  • Decisive yet collaborative leadership style
  • Creative problem solver
  • Change agent / Visionary