Senior Manager Global Customer Service (Fully Remote)

Customer Service Strategy

• 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.
• Lead and develop CS Ops (Tier 3) team.
• Influence regional CS teams without direct reporting lines.
• Build scalable org structure as business grows.