Customer Care Transformation Leader

The Customer Care Transformation Leader, serves as the enterprise‑level leader responsible for driving one of Industrial Powertrain Solutions (IPS) top transformation priorities, focused on Customer Success - Ease‑of‑Doing‑Business. This role is accountable for orchestrating cross‑functional transformation across the entire customer journey—designing, testing, deploying, and operationalizing new capabilities that materially improve customer effort, service experience, and commercial outcomes.

Acting as the strategic integrator and accelerator for the ‘Ease of Doing Business’ (EoDB) strategy, this role leads across a multi‑functional team, influences senior leaders across Sales, Customer Success, Operations, Supply Chain, IT, and Finance, and ensures the organization delivers against defined KPIs, milestones, and capability build requirements. This role requires exceptional change‑management capability, strong executive presence, and the ability to drive alignment and execution in a complex, matrixed environment.

Strategic Leadership & Transformation

• Serve as the enterprise owner of the EoDB Strategy, accountable for end‑to‑end delivery of capabilities, milestones, and kpi outcomes.
• Lead the design, testing, deployment, and operationalization of new processes, systems, and customer‑experience frameworks that reduce customer effort and differentiate service for a‑tier accounts.
• Act as the primary integrator across functions, ensuring alignment, resource allocation, and decision‑making to accelerate progress and remove barriers.

Program Ownership & Operating Cadence

• Develop and maintain the initiative’s charter, resource plan, bowler, KPI framework, and investment requirements (budget, capex, talent).
• Establish and run the operating cadence, including daily/weekly standups, monthly leadership reviews, and cross‑functional checkpoints.
• Drive rigorous program management discipline, ensuring issues are surfaced early, root‑cause problem solving is initiated immediately, and corrective actions are implemented.

Cross‑Functional Influence & Change Management

• Influence and align senior leaders across sales, customer success, operations, supply chain, it, and finance to ensure coordinated execution and adoption of new capabilities.
• Lead change‑management efforts to ensure new processes, tools, and behaviors are embedded across the organization.
• Challenge teams constructively on sequencing, prioritization, and adequacy of actions to ensure delivery of strategic commitments.

Customer Experience & Capability Development

• Build and operationalize a system (process + technology) for managing customer requests from initiation through resolution, including escalation paths across the customer journey.
• Implement a differentiated services model leveraging focused resources and customer service teams to proactively manage pre‑order, order, and post‑order interactions.
• Develop a customer‑experience measurement framework that connects quote accuracy, order execution, and customer effort to revenue, retention, and service outcomes.

Performance Management & Executive Reporting

• Own the KPI framework, ensuring metrics are defined, measured, and tied to business outcomes.
• Provide clear, concise updates to the IPS leadership team, including progress, risks, mitigation plans, and required decisions.
• Ensure monthly updates of the bowler prior to Presidents Operating Reviews and lead discussions during leadership Policy Deployment reviews.

PROFESSIONAL EXPERIENCE/QUALIFICATIONS 

• Bachelor’s degree required; Advanced degree preferred (MBA or Masters Degree) 
• Minimum 10 years’ experience in Commercial Leadership, ideally in Customer Care, Sales Operations, Sales, or Customer Success.
• Proven track record leading large-scale, enterprise-wide transformations, with demonstrated ability to influence senior leaders across a complex, matrixed organization.
• Strong commercial acumen with deep understanding of customer segmentation, e-commerce, digital enablement, and cross-functional process integration.
• Exceptional executive communication, leadership, and stakeholder management skills with the ability to inspire, align, and drive organizational change.
• Strong critical thinking and problem-solving capabilities; prior experience applying 80/20 principles highly desirable.
• Demonstrated ability to set a strategic vision, translate it into actionable roadmaps, and define KPIs and success measures; experience with Policy Deployment, OKRs, or Hoshin Planning pref