Group Lead, GBS - Global Service Experience

Job Description

This role is set to drive complex service experience initiatives across the Globe to optimize experience for Kraft Heinz's consumers, customers, suppliers and employees across multiple delivery locations (US, EU, India, Mexico) and languages.

What's on the Menu?

• Identify and lead service experience driven transformational initiatives

• End-to-end ownership of the service experience roadmap for the consumer facing vertical

• Leading identified platform and tooling improvements and - where necessary - discovery, implementation, testing and full rollout to the fulfillers

• Establish WFM for Tier 1 volumes across the support footprint, including identification and implementation of any necessary tooling

• Establish and rollout quality audit practices for Tier 1 volumes across the support footprint, including identification and implementation of any necessary tooling

Recipe for Success: Apply Now If This Sounds Like You!

• Master's degree

• 10+ years of experience in customer experience, consumer operations or general operations

• Proven track record of leading complex global cross-functional projects

• Hands-on, skilled at managing multiple stakeholders and building relationship across the Globe, ability to work under pressure and tight timelines

• Strong analytical acumen and ability to tell a story with data

• Continuous improvement mindset and strong advocacy for the customer (Lean Six Sigma knowledge is a plus)

• Ability and willingness to travel

Location(s)

Amsterdam

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.