Global Director, Customer Care Contact Center
Rockwell Automation, Mayfield Heights, OH, United States
Overview
Rockwell Automation is seeking a Global Director, Customer Care Contact Center to join our Global Customer Care Organization. Reporting to the Sr Director, Global Customer Care, your strategic (and operational) leadership will oversee our global customer contact centers. You will manage a diverse team dedicated to delivering accurate and personalized support across all customer interaction channels - phone, chat, web, and email. The Global Director will ensure consistent service quality across regions, utilizing shared service centers and outsourced support teams while tailoring experiences to local languages and cultural expectations. You will be located in either our Milwaukee, WI or Mayfield Heights, OH offices on a hybrid office work schedule. Responsibilities
Leadership & Strategy Execute the global strategy for customer contact centers aligned with our goals. This includes engaging in shaping the transformation of the team from regionally-based functional teams to a global organization. Operational Excellence 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. Balance work across global resources, ensuring optimization of resources to meet global SLAs. Implement best practices in workforce management, quality assurance, and escalation handling, working with QM/WFM and Continuous Improvement teams. Global Consistency with Local Relevance Guide regional personalization through language support and cultural understanding. Collaborate with regional leaders to adapt global processes to local needs without compromising consistency. Technology & Innovation Partner with IT and digital teams to optimize omnichannel support platforms. Leverage data and analytics to identify trends, improve processes, and enhance customer experience. Vendor & Stakeholder Management Manage relationships with outsourced service providers, ensuring alignment with company standards. Collaborate cross-functionally with product, sales, and marketing teams to support customer needs. The Essentials - You Will Have:
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) The Preferred - You Might Also Have:
Bachelor's degree in Supply Chain, Business, Communications, or related field. Typically requires 12 years of 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 What We Offer:
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. To learn more about our benefits package, please visit at www.raquickfind.com. Rockwell Automation is dedicated to building a diverse, inclusive and authentic workplace, so if your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles. We are an Equal Opportunity Employer including disability and veterans. If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247. Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
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Rockwell Automation is seeking a Global Director, Customer Care Contact Center to join our Global Customer Care Organization. Reporting to the Sr Director, Global Customer Care, your strategic (and operational) leadership will oversee our global customer contact centers. You will manage a diverse team dedicated to delivering accurate and personalized support across all customer interaction channels - phone, chat, web, and email. The Global Director will ensure consistent service quality across regions, utilizing shared service centers and outsourced support teams while tailoring experiences to local languages and cultural expectations. You will be located in either our Milwaukee, WI or Mayfield Heights, OH offices on a hybrid office work schedule. Responsibilities
Leadership & Strategy Execute the global strategy for customer contact centers aligned with our goals. This includes engaging in shaping the transformation of the team from regionally-based functional teams to a global organization. Operational Excellence 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. Balance work across global resources, ensuring optimization of resources to meet global SLAs. Implement best practices in workforce management, quality assurance, and escalation handling, working with QM/WFM and Continuous Improvement teams. Global Consistency with Local Relevance Guide regional personalization through language support and cultural understanding. Collaborate with regional leaders to adapt global processes to local needs without compromising consistency. Technology & Innovation Partner with IT and digital teams to optimize omnichannel support platforms. Leverage data and analytics to identify trends, improve processes, and enhance customer experience. Vendor & Stakeholder Management Manage relationships with outsourced service providers, ensuring alignment with company standards. Collaborate cross-functionally with product, sales, and marketing teams to support customer needs. The Essentials - You Will Have:
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) The Preferred - You Might Also Have:
Bachelor's degree in Supply Chain, Business, Communications, or related field. Typically requires 12 years of 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 What We Offer:
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. To learn more about our benefits package, please visit at www.raquickfind.com. Rockwell Automation is dedicated to building a diverse, inclusive and authentic workplace, so if your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles. We are an Equal Opportunity Employer including disability and veterans. If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247. Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
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