Senior Manager, Global Customer Service

FUJIFILM Corporation

Senior Manager of Global Customer Service leading customer service strategy for Digital Commerce globally. Focus on defining service model and optimizing customer experience across regions.

Posted 5/27/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $110,000 per yearWebsite

About the role

Key responsibilities & impact

Define and execute the global customer service strategy for GMSB
Establish the tiered support model (Tier 1, Tier 2, Tier 3) and regional operating structure
Serve as the primary CS leader interfacing with Google stakeholders
Oversee the CS budget, manage and analyse cost allocation models and cost of service to each region.
Ensure seamless integration with order management systems, fulfillment/lab systems, Google Photos ecosystem
Drive automation strategy (AI, bots, workflows)
Ensure the platform remains compliant with global data privacy standards (GDPR/CPRA)
Manage performance across offshore Tier 1 vendor, in-country Tier 2 teams, Tier 3 operations (QA, reporting, VOC)
Establish global SLAs, KPIs, and reporting cadence
Own global CSAT, NPS, and service performance metrics
Translate customer insights into product improvements, UX enhancements, operational changes
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 5-8 plus 31 agents

Requirements

What you’ll need

8–12+ years in Customer Service / CX leadership, preferably in: D2C/eCommerce Marketplace or digital platforms
Proven experience leading global customer service organizations
Deep experience with: Tiered support models
Offshore/vendor management
CS platforms (Intercom, Zendesk, Salesforce)
Strong business acumen: Ability to connect CS performance to revenue, retention, and cost
Experience working with large strategic partners or enterprise clients

Benefits

Comp & perks

Medical, Dental, Vision
Life Insurance
401k
Paid Time Off

ATS Keywords

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Hard Skills & Tools

customer service strategycost allocation modelsautomation strategydata privacy complianceperformance managementglobal SLAsKPI establishmentcustomer insights translationoperational optimizationvendor management

Soft Skills

leadershipinfluencebusiness acumenteam developmentcommunicationstrategic thinkingproblem-solvingcollaborationadaptabilitycustomer-centric mindset