Global Process Leader, Customer Service in Mechanicsville, VA at Owens & Minor, Inc.

Date Posted: 3/12/2018

Job Snapshot

Job Description


Provides day-to-day leadership and global process direction for a discreet process/sub-process within an established global End-to-End (E2E) process.  Ensures that the assigned process meets or exceeds service level agreements and performance measures, adhering to internal/external compliance obligations globally.  Governs, leads, manages, optimizes and develops global strategy for the assigned Owens & Minor's process ensuring that the process and assigned resources continue to support the Company's global expansion needs.  Ensures optimal global efficiency through interaction and collaboration with internal departments and senior management.  Maintains knowledge.  Recommends changes and provides oversight to testing for the systems that support the assigned activities globally.


1.      Works with the Global Process Owner to define and optimize the assigned E2E process.

2.      Represents assigned process/sub-process to the Global Process Council defining and managing the assigned E2E global process/sub-process(es).

3.      Implements, manages, and assures execution of process/sub-process area(s) within a global E2E process.

4.      For assigned process/sub process(es), oversees the design, development, scope and deployment (to the greatest extent possible) of standard E2E global process(es) across the enterprise.

5.      Champions E2E process changes within area of responsibility aimed at achieving process optimization, standardization, simplification and adherence.

 6.      Defines end-to-end process changes globally within assigned area of responsibility aimed at achieving end-to-end process optimization, standardization, simplification, and adherence while using LEAN/Six Sigma concepts to drive out waste.

7.      Identifies continuous improvement opportunities globally within the assigned process/sub-process area(s).

8.      Evaluates, recommends, prioritizes, and over sees deployment of relevant enabling global technology; identifies emerging software tools, completes feasibility studies (economic and operational), and coordinates deployment of global technology, as appropriate.

9.      Implements an effective system of internal controls to ensure compliance with corporate policies and regulatory requirements.

10.  Defines E2E global process Service Level Agreements (SLA) and Key Performance Indicators (KPI).

11.   Acts as an advisor to the Client Engagement Teams (CET) and resource pools, leading the Global Process Support Desks both domestically and internationally for assigned process/sub-process; ensures process failures are eliminated and raises awareness with leadership regarding process failures and obstacles to be overcome in order to reach end-to-end process optimization.

12.  Manages the Global Process Support Desk resources for assigned process.

13.  Prioritizes, selects, manages, and executes end-to-end process optimization initiatives with the aid of Domestic and International Process Leaders and Project Management Office (PMO).

14.  Collaborates with key stakeholders to identify opportunities to deliver new value-added services including expansion across global business units or global customers.

15.  Executes against and meets E2E global process SLAs and KPIs; develops and monitors E2E process performance metrics taking corrective action to improve efficiency and effectiveness globally.

16.  Recommends changes in standard roles and responsibilities within the scope of assigned process/sub-process to the Global Process Council for approval.


1.      Performs additional duties as directed.



  • Bachelor's degree or equivalent required; MBA preferred
  • Twelve or more years of experience leading large, complex teams
  • Five or more years of experience with process optimization
  • Five or more years working within a specific process discipline experience with experience in leading and managing high performing teams of professionals required
  • Four or more years of supervisory, leadership experience required
  • Seven or more years of experience working in Life Sciences / Healthcare
  • Or an equivalent combination of education and experience to fulfill the above education and experience requirements
  • Previous Shared Services Leadership experience preferred
  • Six Sigma/LEAN certification preferred
  • Multi-lingual (Spanish/English/French/German) strongly preferred


  • Strong understanding of Owens & Minor domestic and international business
  • Strong understanding of Global Business Services (GBS) best practices
  • Proven leadership, managerial, interpersonal, and personal development skills
  • Ability to be an influential change agent
  • Strong understanding of both the Owens & Minor domestic and international business processes
  • Demonstrated skill and confidence in proactively building relationships with top tier partners/leaders both internally and externally
  • Strong ability to make decisions in a changing environment
  • Strong ability to anticipate future needs of the organization
  • Energetic, flexible, collaborative and proactive team leader who welcomes challenges
  • Communicates effectively and persuasively, both verbally and in writing
  • Manages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills
  • Works independently as a self-starter committed to delivering the highest in customer service, quality and results
  • Analyzes information to make sound business decisions taking prudent business risks as appropriate
  • Anticipates problems and works proactively to solve them through creative thinking
  • Ability to lead a team to maintain compliance and to consistently and accurately operate within agreed policies, procedures and processes
  • Ability to develop training philosophy, strategy, policies, procedures and budgets based on Client Engagement Center needs in regards to assigned process
  • Ability to influence senior leadership and push-back when necessary. 
  • Proven corporate financial analysis skills including a knowledge of financial business plans and processes
  • Proven ability to assess needs, identify issues, summarize and present information/ recommendations and implement change
  • Ability to Initiate, drive, and execute continuous improvement initiatives for the Client Engagement Centers (domestic and international) to achieve goals.


  • ~40% travel; international travel between CEC sites, Distribution Center (DC) locations, and customers will be common

Not Ready To Apply?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.