Vice President – Global Customer Care

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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Neogen Corporation

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1001 - 5000 employees

Neogen®’s Solutions Can Be Found at Every Step of the Food Chain.

📋 Description

• Develop and execute a global customer care strategy aligned with Neogen’s commercial growth objectives and customer experience vision. • Establish a scalable global operating model that balances global standards with regional execution. • Serve as the functional leader for Customer Care, Technical Support, and Service Excellence initiatives across the organization. • Build strong partnerships with regional commercial leaders to ensure adoption of global standards and best practices. • Lead enterprise-wide initiatives focused on improving customer satisfaction, responsiveness, and service quality. • Design and implement a consistent customer experience framework across all customer touchpoints. • Establish customer service standards, policies, and operating procedures that create a seamless global experience. • Drive Voice of Customer programs and customer feedback mechanisms to identify opportunities for improvement. • Develop global SOPs, workflows, and standard work processes for Customer Care operations. • Establish governance mechanisms to ensure consistency and compliance across regions.

🎯 Requirements

• Bachelor’s degree required; advanced degree preferred • 12+ years of progressive leadership experience in Customer Care, Customer Experience, Commercial Operations, Technical Support, Service Operations, or related functions • Demonstrated experience leading global or multi-regional customer support organizations • Proven track record building and implementing global processes, standards, and operating models • Experience driving large-scale transformation and continuous improvement initiatives • Strong experience utilizing customer service technologies, CRM platforms, and performance analytics • Demonstrated success leading through influence in matrixed organizations • Experience leading customer experience transformation initiatives on a global scale preferred.

🏖️ Benefits

• Competitive salary • Flexible working hours • Professional development opportunities • Remote work options