Lead, coach, and manage daily operations of customer service teams, ensuring a best‑in‑class customer experience aligned with GCX‑OTC standards.
Drive improvements in customer satisfaction, response times, resolution quality, and service reliability.
Act as a partner point of contact for complex customer issues, ensuring timely resolution and root‑cause mitigation.
Ensure consistent execution of global GCX‑OTC service models, procedures, SLAs, and critical metrics.
Oversee Order‑to‑Cash activities within scope, including master data, order management, customer inquiries, product and distribution complaints, dispute resolution, and audit‑ready documentation.
Maintain adherence to global OTC processes, controls, and performance standards while operating within a controlled SOP environment.