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Global Director – Customer Care Contact Center
Rockwell Automation. Execute the global strategy for customer contact centers aligned with our goals.
About the role
Key responsibilities & impact- Execute the global strategy for customer contact centers aligned with our goals.
- Lead and inspire teams to deliver the best customer support experience.
- Oversee daily operations across internal and outsourced support teams.
- Ensure service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction targets are consistently met or exceeded.
- Guide regional personalization through language support and cultural understanding.
- Collaborate with regional leaders to adapt global processes to local needs without compromising consistency.
- Partner with IT and digital teams to optimize omnichannel support platforms.
- Manage relationships with outsourced service providers, ensuring alignment with company standards.
Requirements
What you’ll need- Bachelor's degree or equivalent relevant experience
- Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
- Ability to travel up to 25% of the time (domestic and international)
- Typically requires 12 years' management experience
- 8+ years of experience in customer service/contact center management, with global or multi-regional scope.
- Experience leading large, diverse teams across geographies.
- Expertise in omnichannel support strategies and technologies.
- Multilingual capabilities or experience working in multilingual environments.
Benefits
Comp & perks- Health Insurance including Medical, Dental and Vision
- 401k
- Paid Time off
- Parental and Caregiver Leave
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service managementcontact center managementomnichannel support strategiesperformance indicatorsservice level agreementsmultilingual capabilitiescultural understandingteam leadershipoperations managementglobal strategy execution
Soft Skills
inspirationcollaborationrelationship managementadaptabilitycommunicationproblem-solvingorganizational skillscross-cultural communicationteam buildingstrategic thinking
Certifications
Bachelor's degree