Sr Mgr Global Customer Service in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr Mgr Global Customer Service in United States.

This is a high-impact global leadership role responsible for shaping and scaling a modern, tech-enabled customer service organization across multiple regions.
You will define and execute the global service strategy for digital commerce, ensuring consistent, high-quality customer experiences worldwide.
The role sits at the intersection of operations, technology, and customer experience transformation, with a strong focus on automation and data-driven decision-making.
You will lead the design of tiered support models, global performance frameworks, and scalable operating structures across offshore and regional teams.
Working closely with enterprise stakeholders and internal leadership, you will influence strategic decisions that directly impact customer satisfaction, retention, and cost efficiency.
This is a highly visible position where service excellence, innovation, and operational rigor come together to elevate the global customer experience.

• Define and execute the global customer service strategy for digital commerce, ensuring alignment across regions, platforms, and business priorities.
• Design and optimize a tiered support model (Tier 1, Tier 2, Tier 3) and establish scalable global operating structures across vendors and internal teams.
• Oversee implementation and continuous improvement of customer service platforms (e.g., Intercom) and ensure integration with order management, fulfillment, and ecosystem tools.
• Lead performance management across global support operations, including offshore vendors, in-country teams, and internal quality and reporting functions.
• Own key customer experience metrics (CSAT, NPS) and translate insights into product, UX, and operational improvements.
• Establish global SLAs, KPIs, reporting cadences, and cost allocation models to drive efficiency and accountability.
• Lead CS Ops teams and influence cross-regional stakeholders to build a scalable, future-ready service organization.

• 8–12+ years of experience in customer service or customer experience leadership, ideally within D2C, eCommerce, or digital platform environments.
• Proven track record of leading global, multi-region customer service organizations with complex operating models.
• Strong expertise in tiered support structures, vendor/offshore management, and customer service platforms such as Intercom, Zendesk, or Salesforce.
• Demonstrated ability to connect customer service performance to business outcomes including revenue, retention, and operational cost.
• Experience working with enterprise-level stakeholders and managing large-scale, strategic service operations.
• Strong leadership, communication, and influencing skills, with the ability to drive alignment across distributed teams.
• Deep understanding of data-driven CX transformation, automation, and service optimization strategies.

• $110,000 base salary plus performance-based bonus (depending on experience)
• Comprehensive medical, dental, and vision insurance
• Life insurance coverage
• 401(k) retirement savings plan
• Paid time off and holidays
• Remote work flexibility (#LI-Remote)
• Opportunity to lead a global, high-visibility transformation initiative in customer experience