Director, Global Process Owner

As Global Process Owner, you'll architect and own the end-to-end technical support / customer support process for the enterprise wide. Your scope will cover: training & QA, documentation, process excellence, and technology transformation. You will lead global team covering Asia, Europe and North America; and will be working with Global Heads across different departments to bring about process efficiency.

You will be responsible for and deliver the following:

• Build strong partnerships within Tech Support / CS and with internal teams like Product Management, CX, IT, Quality, and Regulatory.
• Create a strategy that anticipates customer needs and exceeds expectations.
• Turn business goals into creative solutions with KPIs that boost customer success, retention, and profits.

• Harmonize and standardize global processes for agility, quality, and excellence.
• Establish strong controls, documentation, and compliance to maintain reliability and meet regulations.
• Lead regular audits and risk reviews, proactively safeguarding operational integrity.

• Drive impactful transformation using digital platforms, automation, and AI.
• Create seamless, human-centric support journeys - empowering customers with self-service and omnichannel solutions.
• Deliver proactive, personalized experiences that drive measurable business value.

• Lead, mentor, and energize an experience global team,
• Foster a culture of trust, innovation, and continuous improvement - where customer obsession, reliability, and outcomes are at the core.

Global Process Owner role that will manage projects across regions.Focus in automation related processes to improve Technical Support & CS

A successful Director, Global Process Owner should have:

• You are a strategic operator with proven GPO experience in similar industry, either Shared Service, GBS, MedTech
• You excel as a digital-first value creator, leveraging different technology solutions to modernize support and drive measurable business outcomes.
• You have a strong track record in driving Design for Reliability & Governance, building robust controls, auditability, and compliance
• You possess exceptional communication skills and executive presence, influencing and engaging diverse stakeholder groups across cultures, geographies, and functions.
• You enjoy and willing to work in a hands-on, dynamic and fast-paced environments.

This is with a well-known, multinational Global Business Service (GBS) in the healthcare manufacturing industry. They are known for their commitment in innovation, building healthcare products that aims at enhancing patient outcomes and well-being.

Competitive offer up to PHP 6 million in basic salary, a long term incentive plan, hybrid working culture, global team, and an organization ranked in the Top 10 of Forbes "Best Customer Service".