Rockwell Automation

Global Director – Customer Care Contact Center

Rockwell Automation

full-time

Posted on:

Location Type: Hybrid

Location: Milwaukee • Ohio • Wisconsin • United States

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Job Level

Lead

About the role

  • 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

  • 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
  • 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.
Applicant 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