Global Director, Customer Care Contact Center

Rockwell Automation • Mayfield Heights, OH

7d • Hybrid

About The Position

Rockwell Automation is seeking a Global Director, Customer Care Contact Center to join our Global Customer Care Organization. Reporting to the Sr Director, Global Customer Care, your strategic (and operational) leadership will oversee our global customer contact centers. You will manage a diverse team dedicated to delivering accurate and personalized support across all customer interaction channels—phone, chat, web, and email. The Global Director will ensure consistent service quality across regions, utilizing shared service centers and outsourced support teams while tailoring experiences to local languages and cultural expectations. You will be located in either our Milwaukee, WI or Mayfield Heights, OH offices on a hybrid office work schedule.

Requirements

• Bachelor's degree or equivalent relevant experience
• Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• Ability to travel up to 25% of the time (domestic and international)
• Typically requires 12 years' management experience
• 8+ years of experience in customer service/contact center management, with global or multi-regional scope.
• Experience leading large, diverse teams across geographies.
• Expertise in omnichannel support strategies and technologies.
• Multilingual capabilities or experience working in multilingual environments

Nice To Haves

• Bachelor's degree in Supply Chain, Business, Communications, or related field.

Responsibilities

• Execute the global strategy for customer contact centers aligned with our goals. This includes engaging in shaping the transformation of the team from regionally-based functional teams to a global organization.
• Lead and inspire teams to deliver the best customer support experience. Foster a culture of continuous improvement, innovation, and customer-centricity. You will be a connection to Regional Presidents and Senior Sales Leadership for ECX and Customer Care. These connections are critical to maintaining collaboration within the regional leadership team driving successful outcomes for the enterprise.
• Oversee daily operations across internal and outsourced support teams. Ensure service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction targets are consistently met or exceeded. Balance work across the global resources, ensuring we are optimizing resources and meet global service level agreements (SLAs). Implement best practices in workforce management, quality assurance, and escalation handling working with the QM/WFM/and Continuous Improvement teams.
• Guide regional personalization through language support and cultural understanding. Collaborate with regional leaders to adapt global processes to local needs without compromising consistency.
• Partner with IT and digital teams to optimize omnichannel support platforms. Leverage data and analytics to identify trends, improve processes, and enhance customer experience.
• Manage relationships with outsourced service providers, ensuring alignment with company standards. Collaborate cross-functionally with product, sales, and marketing teams to support customer needs.

Benefits

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

What This Job Offers

• Job Type: Full-time
• Career Level: Director