Sr Mgr Global Customer Service

Position Overview 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. Company Overview At FUJIFILM North America Corporation, we are many things to both consumers and business customers. We’re looking for passionate, mission-driven people to help us continue to innovate. With five operating divisions, there’s a lot of opportunity to find your niche and make an impact. Perhaps you’ll click with our Imaging Division that provides one-time-use cameras, digital printing equipment, and instax™. Maybe you’ll get charged up about our Electronic Imaging Division that markets digital cameras, lenses, and accessories for content creators. Or, you might have your eye on our Optical Devices Division, which provides optical lenses for the broadcast, cinematography, videography, and industrial markets. You could be drawn to our Business Innovation Division—they develop office and commercial print solutions and enable digital transformation. And if you’re interested in tape, check out our Industrial Products Division—they develop data storage solutions. We offer a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City. Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Responsibilities Strategy & Leadership 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 Financial Management: Oversee the CS budget, manage and analyse cost allocation models and cost of service to each region. Platform & Integration 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) Compliance & Risk: Ensure the platform remains compliant with global data privacy standards(GDPR/CPRA). Global Operations 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 Customer Experience & Continuous Improvement 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 Team Leadership Lead and develop CS Ops (Tier 3) team Influence regional CS teams without direct reporting lines Build scalable org structure as business grows 5-8 plus 31 agents Required Skills/Education 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 Key Differentiator 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. Salary and Benefits: $110,000 plus bonus depending on experience Medical, Dental, Vision Life Insurance 401k Paid Time Off #LI-Remote EEO Information Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc. ADA Information If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([email protected]).