Global Process Owner - Service

Particle Measuring Systems • Niwot, CO

2d • $90,000 - $120,000 • Hybrid

About The Position

Particle Measuring Systems is seeking an experienced and strategic Global Process Owner (GPO) - Service to lead the development, implementation, and optimization of front-end processes within their Salesforce Service Cloud platform and its integration with their ERP system. This role is critical for enhancing customer interactions and ensuring exceptional service delivery globally. The GPO will collaborate with cross-functional teams and other Global Process Owners to drive initiatives that improve customer satisfaction, streamline processes, and leverage technology effectively. The position is part of the ERP Transition Team and requires expertise in Service to support team and company goals, delivering innovative and reliable solutions.

Requirements

• Experience supporting or leading ERP implementations or transformations (Infor CloudSuite experience preferred).
• Demonstrated experience in end-to-end process ownership, design, and optimization in a global or multi-site environment.
• Experience working with integrated platforms (e.g., Salesforce + ERP) to support service operations.
• Bachelor’s degree in business, Information Technology, or related field OR equivalent combination of education and relevant experience.
• 7+ years of progressive experience in service process management, customer operations, or service transformation, with strong exposure to Salesforce Service Cloud or similar platforms.
• Proven ability to define KPIs, analyze performance, and drive continuous improvement initiatives.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills, with a focus on collaboration and stakeholder engagement.
• Proven experience in managing global service operations and process optimization.
• Familiarity with service technologies and front-end solutions (e.g., Salesforce Service Cloud).

Responsibilities

• Own the end-to-end Service processes supported by Salesforce Service Cloud and the ERP system, ensuring alignment with global processes, best practices, and customer needs.
• Collaborate with Service Leadership to define and implement a Service strategy that leverages Salesforce Service Cloud technologies and S4 Hana platform to enhance user experience and operational efficiency.
• Work closely with IT, product management, and service teams to develop and refine front-end Salesforce Service Cloud functionalities, ensuring they meet business requirements.
• Support data cleansing and alignment for Service-specific data, working closely with all GPOs to ensure data quality levels support smooth operations of Service Cloud and S4 Hana.
• Establish KPIs and performance metrics to measure the effectiveness of the front-end global processes in Salesforce Service Cloud and the integration with S4 Hana, conducting regular analysis and reporting to stakeholders.
• Utilize customer feedback and performance data to identify areas for improvement, driving initiatives that enhance service delivery.
• Develop training programs and materials for customer service staff on front-end processes and Salesforce Service Cloud tools, ensuring a smooth transition and ongoing support for end-users.
• Lead change management efforts for business adoption of current and new service cloud development implementations, ensuring buy-in from all relevant stakeholders.
• Continuously evaluate processes for improvements in efficiency, quality, and safety.

Benefits

• Health coverage: medical, dental, vision, fsa, onsite clinic (CO employees), life insurance
• 401(k) retirement plan with company match
• Vacation, holiday, and leave policies
• Tuition reimbursement
• Employee recognition programs
• Employee assistance programs
• Competitive base salary range: $90,000 - $120,000
• Profit sharing
• Paid company holidays
• Paid time off
• Relocation assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior