Sr Mgr Global Customer Service

Fujifilm•Remote,

2d•$110,000•Remote

About The Position

Fujifilm is seeking a Senior Manager of Global Customer Service to lead the end-to-end customer service strategy and execution globally for Digital Commerce. This role is responsible for defining the global service model, technology strategy, and performance framework, ensuring a best-in-class, scalable customer experience across all regions. You will also be responsible for the reputation of the support function across all global tenants. The focus should be on long-term growth, efficiency, and ensuring that CS acts as a value-driver for the company.

Requirements

8–12+ years in Customer Service / CX leadership, preferably in: D2C/eCommerce, Marketplace or digital platforms
Proven experience leading global customer service organizations
Deep experience with: Tiered support models, Offshore/vendor management, CS platforms (Intercom, Zendesk, Salesforce)
Strong business acumen: Ability to connect CS performance to revenue, retention, and cost
Experience working with large strategic partners or enterprise clients

Nice To Haves

This is a strategic, global leadership role, not a traditional call center leader.The focus is on scaling a modern, tech-enabled, data-driven customer experience organization aligned with Fujifilm’s standards.

Responsibilities

Define and execute the global customer service strategy for GMSB
Establish the tiered support model (Tier 1, Tier 2, Tier 3) and regional operating structure
Serve as the primary CS leader interfacing with Google stakeholders
Oversee the CS budget, manage and analyse cost allocation models and cost of service to each region.
Oversee implementation and optimization of Intercom (Top Tier)
Ensure seamless integration with: Order management systems, Fulfillment/lab systems, Google Photos ecosystem
Drive automation strategy (AI, bots, workflows)
Ensure the platform remains compliant with global data privacy standards(GDPR/CPRA).
Manage performance across: Offshore Tier 1 vendor, In-country Tier 2 teams, Tier 3 operations (QA, reporting, VOC)
Establish global SLAs, KPIs, and reporting cadence
Own global CSAT, NPS, and service performance metrics
Translate customer insights into: Product improvements, UX enhancements, Operational changes
Drive continuous optimization of cost, efficiency, and experience
Lead and develop CS Ops (Tier 3) team
Influence regional CS teams without direct reporting lines
Build scalable org structure as business grows