Customer Service Manager

WHERE YOU CONTRIBUTE

The Customer Service Manager – Global Process Owner is accountable for owning, designing, and continuously improving the end-to-end processes and workflows that underpin customer service across all regions. Based in Bengaluru, the role brings senior process ownership close to our global service operations, driving consistency, efficiency, and better customer outcomes at scale.

This role sets the global standard for how customer service work is done – defining the workflows, playbooks, quality standards, and ways of working that regional teams and BPO partners deliver against. It ensures service processes are designed once, applied consistently, and improved continuously, removing duplication and closing the gaps that create friction for customers and colleagues.

Working closely with the Head of Global Customer Service and regional service managers, the role is the single owner of customer service process design and governance globally. It leverages automation, AI, and agentic capabilities to embed a modern, scalable service model, while building the operational discipline needed to sustain high performance.

As the global owner of service workflows and process performance, the role also acts as a critical connection point across regions – identifying what works, standardising it globally, and feeding process and experience improvements into Product, Technology, and Experience Design to improve the end-to-end customer journey.

YOUR CORE ACCOUNTABILITIES

• Own the design, documentation, and governance of global customer service processes and workflows, ensuring a single, consistent operating standard across all regions.
• Act as the global process owner for customer service, setting the standard for how service work is delivered and continuously improved worldwide.
• Drive better customer and operational outcomes by removing process friction, eliminating duplication, and closing gaps between regions, channels, and BPO partners.
• Establish and maintain global playbooks, standard operating procedures, and quality standards, and ensure they are embedded and adhered to in-region.
• Partner with regional service managers (e.g. EMEA) to translate global process standards into consistent, high-performing local execution.
• Lead end-to-end process improvement, using data, insight, and root-cause analysis to prioritise and deliver measurable service and efficiency gains.
• Own the global customer service process roadmap, sequencing improvements and change in line with business priorities and customer needs.
• Champion automation, AI, and agentic capabilities within service workflows, ensuring new tools are designed into processes and adopted consistently.
• Define and govern process performance measures, ensuring workflows are measurable, monitored, and demonstrably driving improved outcomes.
• Act as a senior point of escalation for cross-region process issues and operational breakdowns, driving root-cause resolution.
• Lead and develop the Bengaluru-based team, including the Customer Service Analyst, building capability in process ownership, insight, and continuous improvement.

YOUR EXPERIENCE AND CAPABILITIES

• Significant experience owning and improving customer service or operational processes at a global or multi-region scale.
• Proven track record as a process owner – designing workflows, standard operating procedures, and governance that drive measurable improvement.
• Strong understanding of end-to-end customer service delivery across digital, retail, and omnichannel journeys.
• Experience embedding global standards and consistent ways of working across internal teams and outsourced (BPO) partners.
• Excellent problem-solving and root-cause analysis skills, with the ability to turn insight into practical, scalable process change.
• Confident working with data, service metrics, and performance dashboards to drive decisions.
• Experience with customer service technologies (CRM, ticketing systems, AI and automation tools) and designing them into workflows.
• Ability to influence and align senior and regional stakeholders around a single global way of working.
• Comfortable operating in a fast-paced, evolving, global environment with changing priorities.
• Proficiency in AI automation tools for day-to-day work, with experience leading or developing others.

DECISION REMIT

• Owns the design, standardisation, and governance of global customer service processes and workflows.
• Sets and maintains global service process standards, playbooks, and quality benchmarks.
• Prioritises and sequences the global customer service process improvement roadmap, including how automation and AI are embedded.
• Leads the Bengaluru-based customer service team, including the Customer Service Analyst.

REGIONAL & CROSS-FUNCTIONAL INTERFACE

• Partners with regional customer service managers to embed global processes and capture regional feedback.
• Works with Product, Technology, and Experience Design to translate process and service insight into end-to-end journey improvements.
• Aligns with the Head of Global Customer Service on process strategy, priorities, and performance, and collaborates with BPO partners to ensure consistent execution.

WHAT SUCCESS LOOKS LIKE IN YOUR ROLE

How I contribute to our strategy: (Key Performance Indicators - KPIs) – linked to Growth Strategy KPIs:

1. Brand sentiment metrics
2. Customer Satisfaction (CSAT)
3. Trust Pilot rating
4. Customer Effort Score (CES)
5. Service-related NPS (post-interaction or journey-based)
6. Resolution quality

• Customer service processes are standardised, documented, and consistently applied across all regions and BPO partners.
• Service performance maintained above industry benchmarks and internal targets across customer satisfaction (inc. Trust Pilot), resolution quality, and customer effort.
• Reduced friction and repeat contact across key journeys.
• Effective use of automation and AI to improve efficiency and scalability.
• High-performing Bengaluru team, with the Customer Service Analyst delivering insight that fuels continuous improvement.
• A single, trusted global process standard that regional teams execute against with confidence.

HOW YOU WORK

Our values shape how we show up every day, and the DM way is your compass for how we work and grow together. Dive in, get inspired, and bring these behaviours to life in everything you do – DM Way.