Customer Service Governance & Capability Manager
On-siteConshohocken, Pennsylvania, United States
Job Summary
Establish and maintain the global governance framework for Customer Service and O2C policies, procedures, and process documentation. Design, develop, and implement global training strategies, including role-based learning paths, onboarding programs, and certification curricula. Conduct periodic process audits and compliance reviews to assess adherence to established standards and develop corrective action plans. Manage a centralized knowledge management framework to ensure policies and training materials are accessible, current, and version controlled. Partner with process owners and regional teams to identify standardization opportunities and support ERP and digital transformation projects with end-user training.
Required Qualifications
- Establish and maintain the global governance framework for Customer Service and O2C policies, procedures, and process documentation
- Develop and continuously improve standardized SOPs, work instructions, process maps, control documents, and operating guidelines
- Ensure consistent application of global processes while accommodating regulatory and business-specific regional requirements
- Partner with process owners and regional teams to identify opportunities for standardization and simplification
- Maintain document change control processes and governance standards
- Design, develop, and implement global training strategies for Customer Service employees and leaders
- Create role-based learning paths, onboarding programs, certification programs, and refresher training curricula
- Develop training materials including e-learning modules, facilitator guides, job aids, and process simulations
- Lead capability-building initiatives that strengthen functional expertise and support career development
- Evaluate training effectiveness through assessments, performance metrics, and participant feedback
- Establish and manage a centralized knowledge management framework for Customer Service operations
- Ensure policies, procedures, and training materials are readily accessible, current, and version controlled
- Develop mechanisms to capture, document, and share best practices across regions
- Serve as the primary owner of Customer Service process documentation repositories and learning platforms
- Conduct periodic process audits and compliance reviews to assess adherence to established standards
- Identify process gaps and develop corrective action plans with regional stakeholders
- Monitor training completion, certification status, and documentation compliance metrics
- Partner with the Continuous Improvement & Systems Lead to ensure process documentation and training materials are updated following process changes or system implementations
- Develop training and communication plans supporting organizational transformation initiatives
- Lead change readiness and user adoption efforts associated with new tools, technologies, and operating models
- Support ERP and digital transformation projects with end-user training and process documentation
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