Director, Global Customer Care Strategy Remote

U.S. Based Remote position

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What We Offer

Competitive salary and bonus

Paid vacation/holidays/sick time - 15 days of vacation first year

Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

Extensive product and on the job/cross training opportunities with outstanding resources

Encouraging and collaborative team environment

Dedication to safety through our Zero Harm policy

JCI Employee discount programs (The Loop by Perk Spot)

What You Will Do

Th Director, Global Customer Care Strategy position reports directly to the Global VP of Central Operations and is responsible for setting policies, standards, and strategies for our 40+ global customer care and alarm centers. This is a critical role that requires a deep understanding of customer care operations, technical proficiency, process enhancement, and an ability to harmonize our global efforts towards an optimal customer journey. Ultimately, the role may evolve to oversee the operation of consolidated centers after standardization takes place.

How You Will Do It

Strategy Development and Implementation: Define and execute the strategy for people, processes, and technology in all global centers. Drive strategic standardization, centralization, and optimization of our customer care operations. Process Management: Expand and maintain the customer experience process documentation, including SOPs, supporting process flows, and job aids necessary for delivering an exceptional customer experience. Operational and IT Link: Collaborate closely with the Service Delivery Operations Team and IT to drive the vision into operational excellence. Serve as a member of the Steering Committee and enhancement review board for customer service applications. Platform Optimization: Oversee the global customer care journey and ensure best practice processes are supported by standard IT Platforms. This involves managing the process, data sets, functionality for both the Customer and the Employee, and alignment with IT platforms. Vision Keeper: Maintain a consistent vision of how migrations, enhancements, interfaces, and delivery will evolve over time as we move toward a new, enhanced standard.

Required

What we look for

Proven Track Record: Successful track record in managing contact centers of significant size and complexity, with a particular focus on customer care. Experience in strategy development for people, process, and technology. Previous experience managing or owning a similar role at an executive level is crucial.

Contact Management Expertise: Proficiency in implementing and optimizing contact management platform features, such as IVR, Speech Analytics, Interaction Analytics, Quality Management, Work Force Management, Work Force Optimization, Gamification, Advanced Customer Authentication, Customer Feedback Systems, Complaint Management, Call Back Assist, Omni Channel, Virtual Agents, and driving commercialization of the contact center (from a cost center to a profit center).

Global Operations: Experience with cloud work across multiple continents and solution development and deployment in a variety of global markets, including but not limited to North America, China, Japan, LATAM, Spain, UK&I, Germany, Malaysia, US, Canada, Mexico, Belgium, and the Philippines.

Strategic Mindset: The ability to align strategic plans and objectives with long-term company goals. Capable of transforming strategic directions into operational reality.

Leadership: Strong leadership skills with the ability to influence and work effectively with cross-functional teams and stakeholders across different levels in the organization.

Communications: Excellent verbal and written communication skills. Ability to articulate complex concepts clearly and effectively.

Education and Certifications: Relevant qualifications and certificates related to Artificial Intelligence, RPA, CX Personalization, Self-serve /DX would be advantageous.

Preferred

Innovative Thinker: A proven history of leading innovation and transformation projects, ideally within the field of customer care and alarm centers.

Change Agent: Comfortable with and adept at leading change initiatives in complex and dynamic environments.

Customer-Centric: A strong orientation towards delivering an exceptional customer experience.

This position will have the opportunity to shape the future of our global customer care operations, playing a crucial role in improving the customer journey and experience. The role offers a chance to work on a global scale, shaping policy and strategy in a technologically advanced and customer-focused environment.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.