Global Process Owner (GPO) - Customer Care (m/f/d)

• Experience: Minimum 10 to 15 years of experience in the Customer Care field and/ or in customer facing roles, including a significant part spent on large-scale process transformation projects. Experience in matrix organizations and with global service operations and/or omnichannel engagement.

• Business Expertise: 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,...).

• Soft Skills:

  • Influential Leadership: Ability to convince various stakeholders (Subsidiary Directors, field teams) without a direct hierarchical link.Influence without authority.

  • Operational/Strategic Duality: Ability to "dive into technical details" while maintaining a macro and strategic vision.

  • Critical Thinking: Ability to challenge established organizations with benevolence and determination.

  • Executive-level written and oral communication.

• Languages: Fluent English is essential (daily international context), French or German are a major asset.

Location : position based either in Saint-Priest (France), in Paris (France), or in Leipzig (Germany).

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Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.