Global Process Leader (m/f/d) - Customer Care for Global Business Services

Stellenbeschreibung:

The role can be filled in all Olympus locations in EMEA.

Global process ownership and harmonization, including end-to-end design, standards and reduction of regional variants
Process governance and controls, with defined decision rights aligned to risk, compliance and quality
ERP and enterprise transformation enablement, encompassing ERP process design, stabilization and adoption
Digital-first and AI enablement, including prioritization and implementation of AI, automation and agentic solutions
Process excellence capability building and partnership with innovation hubs for scaling automation and AI-as-a-service
Performance management and value realization, including KPI definition (quality, cycle time, cost, productivity, CSAT) and benefits tracking
Continuous improvement leadership, driving gap closure and measurable enterprise value from transformations
Service delivery and sourcing strategy, balancing captive, outsourced and digital-first delivery models
Integration and coordination of distributed resources, hubs, site leads and BPO partners for consistent execution
Stakeholder leadership and governance participation, acting as primary global process interface and change agent
Risk mitigation and escalation management through regular service, process and transformation reviews
Support for transition to AI-augmented operating model, with humans focused on orchestration and exceptions

Bachelor’s degree required; Master’s in Business Administration or equivalent preferred
10+ years in global Customer Care process ownership, shared services or transformation roles
Proven leadership in ERP-enabled process transformation and post-ERP stabilization
Demonstrated success in process standardization, automation and AI adoption
Experience operating in global, matrixed organizations with captive and outsourced delivery models
Expertise in global service delivery models (follow-the-sun, shared services, BPO)
Strong process excellence, Lean and digital transformation capabilities (RPA, AI, ERP, case management)
Advanced stakeholder influencing, executive engagement and change leadership skills
Strong analytical orientation with data-driven decision-making and KPI management
Strategic and hands-on execution capability with commercial and financial acumen (budgets, contracts, vendors)
Talent leadership and people development experience, fostering innovation and continuous improvement
Advanced English communication and cross-cultural collaboration skills; flexibility for travel and non-standard hours

Flexible working hours, remote work possible (up to 60%)
30 days of holidays per year
Modern office and an inspiring working environment
Employee restaurant with live cooking and healthy food (subsidized)
Public transport ticket (100 % subsidized) or free parking space
Company sport groups and an inhouse company gym
Employee Assistance Program to support your health, mental and emotional well-being
A comprehensive company pension scheme
Company medical officer and vaccination offers
Childcare through our ‘Buttje&Deern’ partner
Bike leasing