Global Process Owner (GPO) Customer Care M/W

R10089046

Global Process Owner (GPO) Customer Care M/W (Open)

Location:

Radnor, PA (Airgas HO) - ManagementHouston, TX (HO) - Management How will you CONTRIBUTE and GROW? 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 the USA Key Missions 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 ________________________ Are you a MATCH?

Experience:

Minimum 10 to 15 years of experience in the Customer Care field and/ or in customer facing roles within IM, 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,...).

Soft Skills:

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

Languages:

Fluent English is essential (daily international context), French is a major asset #LI-CM2 ________________________ Benefits We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees. Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees' dependents, and an Airgas Scholarship Program for dependent children. Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility. _________________________ Your

DIFFERENCES

enhance our

PERFORMANCE

At Airgas, we are committed to building a workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world. _________________________ About Airgas Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions. Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients. Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you'll find a welcoming workplace where you're valued for who you are and where you can fill your potential while growing a fulfilling career — whatever path you choose. _________________________ Equal Employment Opportunity Information We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973. Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at us-accommodationrequest@airgas.com. _________________________ California Privacy Notice Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions. Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients. Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you'll find a welcoming workplace where you're valued for who you are and where you can fill your potential while growing a fulfilling career — whatever path you choose. We want to ensure a safe experience for everyone interested in joining Airgas. Please be aware of fraudulent job offers that are circulating, falsely using the Airgas name and brand. These scams often involve individuals or organizations impersonating Airgas recruiters or employees through fake emails, social media, and websites. They may attempt to request personal information or, critically, ask for payment for various reasons like application fees, training, or visa processing. Please be advised that Airgas and our authorized recruitment partners will never ask you for money at any stage of the recruitment process. You may verify job postings through our official global careers website at any time. If you receive a suspicious job offer or request for payment/sensitive data, we strongly advise that you do not respond or click on any links. We encourage you to verify the source carefully and only interact through our official channels. We appreciate your interest in Airgas and are committed to combating these fraudulent activities to protect job seekers. If you wish to report an incident, please contact us via this form