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Strategy & Leadership:
- Define and execute the global customer service strategy for GMSB.
- Establish tiered support model (Tier 1, Tier 2, Tier 3) and regional operating structure.
- Serve as primary CS leader interfacing with stakeholders.
Platform & Integration:
- Oversee implementation and optimization of Intercom.
- Ensure seamless integration with order management, fulfillment, and Google Photos ecosystems.
- Drive automation strategy including AI, bots, and workflows.
Global Operations:
- Manage performance across offshore Tier 1 vendor, in-country Tier 2 teams, and Tier 3 operations.
- Establish global SLAs, KPIs, and reporting cadence.
- Drive continuous optimization of cost, efficiency, and experience.
Team Leadership:
- Lead and develop CS Ops (Tier 3) team.
- Influence regional CS teams without direct reporting lines.
- Build scalable org structure as business grows.
Fujifilm North America Corporation
Fujifilm North America Corporation provides imaging, electronic imaging, optical devices, business innovation, and industrial products. The company is part of Fujifilm, a global organization with over 70,000 employees, offering a collegial culture and flexible work environment.