[Hiring] Senior Manager Global Customer Service @Fujifilm

Role Description

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.

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 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)
  • 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

Qualifications

• 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

Requirements

• 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.

Benefits

• $110,000 plus bonus depending on experience
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

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]).