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Job Description

Role Overview

We are seeking a senior global operations leader to own and transform the end-to-end Customer Issue Resolution (CIR) organization. This role will lead a globally integrated operating model spanning customer complaints, disputes and deductions, product quality complaints, returns, credit hold and credit release support, account reconciliation, billing support, and collections-related activities.

The Global Leader will be accountable for consolidating CIR, Credit and Collections operations into a scalable, high-performing global structure, driving consistent process adoption across regions and shifts, improving customer outcomes, and strengthening operational and financial performance. The role leads senior functional leaders and partners closely with Global Process Owners, Global Process Leaders, Business Process Specialists, Customer Service Operations leadership, Area teams, Finance, Supply Chain, Quality, Commercial, and other cross-functional stakeholders.

Key Responsibilities

·       Own end-to-end global Customer Issue Resolution operations, including complaint intake and registration, adjustments, disputes and planned deductions, product quality complaint coordination, returns, credit hold and credit release support, account reconciliation, billing support, and collections activities.

·       Lead the global deployment and adoption of the CIR operating model and workflow, ensuring consistent process execution, role clarity, system usage, service delivery standards, and customer experience across regions, shifts, and supported business groups.

·       Drive the consolidation and integration of CIR, Credit and Collections teams and processes, creating a scalable global structure that improves efficiency, strengthens accountability, reduces fragmentation, and delivers consistent business and customer outcomes.

·       Define and execute continuous-improvement programs across the full CIR and Order-to-Cash value chain, reducing aging and backlog, improving cycle times, increasing first-time-right resolution, strengthening cash-flow support, reducing customer friction, and improving operational performance.

·       Establish and reinforce global process standards, escalation paths, documentation practices, quality expectations, controls, and service-level commitments across all teams and shifts.

·       Lead, coach, and develop Senior Leads, team leaders, process specialists, and enablement roles; build leadership capability, operational discipline, accountability, service excellence, and a culture of continuous improvement.

·       Partner with Global Process Owners and cross-functional leaders across Customer Service, Finance, Credit, Collections, Billing, Supply Chain, Quality, Commercial, and related functions to align priorities, remove process barriers, and resolve complex customer issues.

·       Define, monitor, and deliver KPI targets across CIR, Credit, Collections, Billing, Returns, and related operations, ensuring clear visibility of performance, risks, trends, root causes, and corrective actions.

·       Manage execution within the approved resource envelope, including staffing plans, workload distribution, productivity expectations, service coverage, and capacity planning; escalate material service or capacity risks with clear business impact and recommended actions.

·       Establish an effective governance and operating rhythm through business reviews, KPI reporting, backlog and aging management, root-cause analysis, risk escalation, transformation tracking, and performance recovery plans.

·       Drive service quality, process compliance, and customer-experience improvements in partnership with Training, Quality, and operational enablement teams, addressing recurring issues, capability gaps, inconsistent practices, and opportunities for standardization.

·       Strengthen cross-functional resolution of complex customer issues through timely collaboration across Finance, Supply Chain, Quality, Commercial, and Customer Service, preventing recurrence and protecting customer relationships.

·       Support financial and operational outcomes by improving dispute and deduction resolution, collections effectiveness, credit-release decisions, rework reduction, and the accuracy and speed of issue closure.

·       Lead change management for global process transitions, consolidation, and transformation initiatives, ensuring teams are prepared, trained, supported, and measured through migration, stabilization, and continuous-improvement phases.

·       Create a performance-driven operating culture that promotes transparency, accountability, continuous learning, proactive issue management, and customer-centric decision making.

Professional Qualifications

·       Bachelor's degree or higher.

·       Minimum of 10 years of relevant experience, including significant leadership-of-leaders responsibility in a complex, multi-site, regional, or global environment.

·       Strong cross-functional experience across several of the following areas: Customer Service Operations, Customer Issue Resolution, Order-to-Cash, Accounts Receivable, Credit & Collections, Billing, disputes and deductions, returns, supply chain, pricing, or related shared-services operations.

·       Demonstrated experience leading large-scale operational transformation, process consolidation, standardization, migration, or service-delivery improvement.

·       Strong knowledge of KPI-led operations, service-level management, backlog and aging controls, productivity management, capacity planning, root-cause analysis, and continuous improvement.

·       Proven ability to lead and influence across functions, geographies, cultures, and organizational levels, including senior stakeholders and Global Process Owners.

·       Strong change leadership, stakeholder management, executive communication, and decision-making capability.

·       Ability to lead, guide, and influence teams effectively in remote, hybrid, and globally distributed operating environments.

Preferred Experience

·       Leadership experience within a Global Business Services (GBS), Shared Services, BPO, captive operations, or multinational enterprise environment.

·       Experience overseeing global or regional Customer Service, O2C, Credit & Collections, dispute/deduction, or customer-resolution operations.

·       Exposure to ERP/CRM platforms and enterprise workflow or case-management environments.

·       Experience designing or implementing global operating models, governance structures, and performance-management frameworks.

·       Continuous improvement, Lean, Six Sigma, or comparable process-excellence experience is advantageous.

Leadership Profile

The successful candidate is a strategic operator who can move comfortably between enterprise-level transformation and day-to-day operational execution. They bring strong customer orientation, financial and operational acumen, disciplined performance management, and the ability to build alignment across highly matrixed global organizations. They are an effective change agent who develops leaders, challenges the status quo constructively, and translates complex cross-functional issues into sustainable processes and measurable outcomes.

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