Global Process Owner (GPO) Customer Care M/W

液化空气集团早在1916年就进入中国，70年代开始向中国提供空分设备，经过多年的稳步发展，目前在中国设有近120家工厂，遍布40多个城市，拥有约5000名员工。集团在华主要经营范围包括工业及医用气体的运营，家庭健康服务，工程与制造业务，以及全球市场与技术和上海创新园从事的创新业务。公司业务已覆盖中国主要的沿海工业区域，并继续向中部、南部和西部地区拓展。

液化空气通过创造卓越绩效和履行责任追求盈利性增长和长期可持续发展，并保持在中国的行业领先地位。依托于集团的长期战略与全球资源，公司聚焦能源、环境、高科技和健康等领域，以迎接挑战并创造新的市场机遇。凭借专业团队的全力支持，公司致力于为客户提供可信赖的服务与高附加值解决方案，同时履行企业社会责任。

As the Global Process Owner, you are the guarantor of the design, harmonization,convergence and optimization of some Customer Care processes worldwide. Your goal is to support the transformation of our current approach into an agile, process-driven organization to support the Group's growth and efficiency ambitions. You will be able to quickly deliver efficiencies and improvements for both our customers and employees.

The job will be based in Shanghai, China

您将如何贡献和成长？

End to End Process Ownership and Design : Define, harmonize and document selected "End-to-End" target processes for Customer Care (from order taking to dispute resolution). Define and maintain global process standards, documentation and interfaces. Ensure customer-centric, scalable and technology-enabled processes. Collaborate with cross‑functional teams to develop service frameworks, standards, and playbooks that align with global objectives.

Transformation & Innovation : Lead multi-country transformation initiatives. Identify and size performance levers, based on selected KPIs. Integrate market best practices.

Program Implementation . Drive the implementation of new service capabilities, tools, and workflows. Coordinate pilots and phased rollouts across regions, ensuring effective training, adoption, and measurement.

Governance & Change Management: Mobilize and convince international subsidiaries to adopt the new standards. Act as a single point of accountability for process decisions. Balance global consistency with local adoption. Align with Global Business Support teams, IT, Digital, and Regional leaders. Challenge local status quos to promote global alignment.

Consulting Expertise: Apply consulting-grade methodologies and structured problem-solving. Act as an expert reference for top management to build competence in modern Customer Care management (tools, KPIs, Lean/Six Sigma methodologies).

Performance & Analytics Monitoring: Define global performance indicators (KPIs) and SLAs. Ensure tracking to help prioritize improvements and report on service performance trends

您是合适的人选么？

Experience: Minimum 10 to 15 years of experience in the Customer Care field and/ or in customer facing roles within Industrial Merchants, including a significant part spent on large-scale process transformation projects. Experience in matrix organizations and with global service operations and/or omnichannel engagement.

Business Expertise : Advanced mastery of process management methodologies (BPM, Lean, Six Sigma, Design Thinking), associated technological tools (CRM, Artificial Intelligence / Chatbot, Self-service) and customer service platforms (e.g. Zendesk, Salesforce Service Cloud, Google CES,...).

Influential Leadership : Ability to convince various stakeholders (Subsidiary Directors, field teams) without a direct hierarchical link.Influence without authority.

Operational/Strategic Duality : Ability to "dive into technical details" while maintaining a macro and strategic vision.

Critical Thinking : Ability to challenge established organizations with benevolence and determination.

Executive-level written and oral communication in both English and Chinese Mandarin

关于液化空气集团

• 液化空气集团 —— 全球工业与健康领域气体、技术和服务的 领导者之一 ，业务遍及78个国家/地区，员工约64,500
• 人，为380多万名客户与患者提供服务。氧气、氮气和氢气是生命、物质及能源不可或缺的小分子。它们象征着液化空气的科学疆域，自集团1902年成立以来，始终位于其业务的核心。

多样化造就了我们的业绩

• 在液化空气，我们致力于建立一个多元化和包容性的工作场所，拥抱来自全球的员工、客户、患者、社区利益相关者和文化的多样性。
• 我们欢迎并考虑所有合格申请人的申请，无论他们的背景如何。我们坚信，多元化的组织为人们提供了展示个人和集体才能的机会，它有助于培养我们的创新能力，通过践行我们的基本原则、为我们的成功而努力并在不断变化的世界中创造一个有吸引力的环境。