Global Process Owner – Customer Care

Airgas

Global Process Owner managing end-to-end Customer Care processes at Airgas. Leading large-scale transformation initiatives and collaborating with cross-functional teams for efficiency.

Posted 4/24/2026full-timeRadnor • Pennsylvania, Texas • 🇺🇸 United StatesSeniorLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

End to End Process Ownership and Design: Define, harmonize and document selected "End-to-End" target processes for Customer Care
Maintain global process standards, documentation and interfaces
Ensure customer-centric, scalable and technology-enabled processes
Collaborate with cross‑functional teams to develop service frameworks
Lead multi-country transformation initiatives
Identify and size performance levers, based on selected KPIs
Drive the implementation of new service capabilities, tools, and workflows
Mobilize and convince international subsidiaries to adopt the new standards
Apply consulting-grade methodologies and structured problem-solving
Define global performance indicators (KPIs) and SLAs

Requirements

What you’ll need

Minimum 10 to 15 years of experience in the Customer Care field and/or in customer facing roles within IM
Significant experience on large-scale process transformation projects
Experience in matrix organizations
Experience with global service operations and/or omnichannel engagement
Advanced mastery of process management methodologies (BPM, Lean, Six Sigma, Design Thinking)
Associated technological tools (CRM, Artificial Intelligence / Chatbot, Self-service)
Customer service platforms (e.g. Zendesk, Salesforce Service Cloud, Google CES,...)
Fluent English is essential (daily international context)
French is a major asset

Benefits

Comp & perks

medical, dental, and vision plans
short-term and long-term disability
life and accidental death and dismemberment (AD&D) insurance
Employee Assistance Program (EAP)
pre-tax commuter transportation benefit
parental leave
vacation
sick time
floating holidays
jury duty and funeral/bereavement leave
paid holidays for all eligible full-time employees
401k plan with company matching funds
tuition reimbursement
discounted college tuition for eligible employees’ dependents
Airgas Scholarship Program for dependent children

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

process managementBPMLeanSix SigmaDesign Thinkingperformance indicatorsSLAscustomer-centric processestransformation initiativesKPI analysis

Soft Skills

collaborationleadershipproblem-solvingcustomer-centric mindsetcommunicationinfluenceorganizational skillsadaptabilityconsulting skillscross-functional teamwork