Global Process Owner

As a Global Process Owner - Customer Service you join our team and ensure the efficiency and effectiveness of our customer service processes. In this role, you will have the opportunity to shape and improve our service offerings and drive a culture of excellence._

**We are Prodrive Technologies**
We are dedicated to creating meaningful technologies that make the world work. We want to contribute to innovations that tackle major challenges in society, such as improving the quality of medical imaging. Besides, our technologies contribute to reducing the global dependency on fossil fuels and minimizing human exposure to air pollution. In other words, we create meaningful technologies that make the world work.

**About the role**:
As the Global Process Owner - Customer Service, you will be responsible for Manage, design, innovate and continuously improve customer service processes globally to ensure they meet the needs of our customers and align with the company’s objectives. Your focus will be on ensuring that customer service processes meet the highest standards of efficiency, quality, safety, and environmental compliance, while optimizing process efficiency and effectiveness at the minimum cost, production time, and lead time

This role requires strong ownership— you will take the lead in identifying areas for improvement, ensuring their effective implementation, and continuously monitoring performance to drive excellence.

You will be responsible for developing business cases for proposed changes, managing investments, and ensuring all process improvements deliver outstanding results. Your leadership in managing the roadmap and tracking its progress will be crucial to maintaining superior service delivery across the business.

**Key Responsibilities**
- Lead and manage the design, development, and implementation of the customer service process globally, you will do that with setup a roadmap.
- Analyze and review current service operations to identify inefficiencies, and implement improvements that enhance efficiency, quality, cost and customer satisfaction.
- Work closely with cross-functional teams such as planning, quality, IT, and finance, to align and enhance service operations across the company.
- Develop and present business cases for investments in process improvements.
- Manage the process improvement roadmap, ensuring all initiatives are executed on time and achieve desired results. Continuously track progress and measure the success of improvements based on key performance indicators (KPIs).
- Monitor costs related to service processes, ensuring that improvements reduce operational expenses without compromising service quality or customer satisfaction.
- Ensure that all processes comply with internal policies, industry standards, and relevant regulations
- Regularly report on progress to COO Business line director and Customer service manager. Provide updates on ongoing process improvements and collaborate with steering groups to evaluate future initiatives.
- Ensure that process improvements lead to enhanced customer service and satisfaction, contributing to long-term relationships with key customers.

**Profile**:

- Bachelor’s degree in Business Engineering & Management or a related field (or equivalent experience).
At least 5 years of experience in process management within the high-tech industry, including leading a team of process engineers and being responsible for the team performance.
- Proven experience in having the ownership in managing processes within service or operations, from strategy through execution, with a focus on continuous improvement.
- You will have strong problem-solving and analytical abilities.
- Experience leading large-scale process improvement projects, including strategic roadmap development, investment proposals, and monitoring execution.
- Ability to work effectively across cross-functional teams.
- Expertise in Lean, Six Sigma, and Kaizen methodologies. Having a Black Belt is helpful not a requirement.
- Excellent written and verbal communication skills in English, with the ability to clearly present ideas to stakeholders.
- A customer-centric approach with a strong emphasis on continuous improvement.

**The Prodrive Technologies Mindset**:
**Responsibility**:
You don’t just go to work, you feel responsible for your project

**Flexible**:
You decide when, where and how much you want to work

**Manufacturing**:
You like to think about manufacturability when designing

**Initiative**:
You don’t sit and wait, you have a hands-on mentality

**What we offer**:

- Perfect environment for those eager to develop themselves and take full responsibility for a project.
- Many opportunities for personal and professional development, along with the flexibility to explore diverse roles across various projects.
- A young and dynamic culture which stimulates innovative thinking and taking initiatives.
- Personal budget just for you to learn new things. Your growth is our prio