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 contemporary, 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

📌 Customer Service Manager (Bengaluru)
🏢 Dr. Martens
📍 Bengaluru