Global Customer Service Process Owner

Are you passionate about customer service, process development, and operational excellence? Do you want to play a key role in developing global customer service operations in a leading life sciences and healthcare organization? If so, we’d love to hear from you. Blueprint Genetics, a Quest Diagnostics company, is a clinical genetic testing company aspiring to bring genetic knowledge to mainstream healthcare. We want to improve the lives of individuals and families impacted by inherited diseases. We are now looking for a highly motivated, structured, and proactive professional to join our global customer service organization as a Global Customer Service Process Owner. This is a full-time, permanent position based in our Keilaniemi, Espoo office. We are looking for you, who wants to make a difference We work with hundreds of clinics around the globe, and the quality of our genetic testing has been praised by many of the world’s best medical centres. We are committed to providing clinicians, and their patients, with comprehensive and high-quality tools and resources for diagnostics of genetic conditions. Our Global Customer Service organization has a pivotal role in this quest. As the Global Customer Service Process Owner, you will have a key role in ensuring that our customer service processes are consistent, scalable, efficient, and aligned with both customer needs and business objectives across regions. You will work closely with customer service teams and a wide range of cross-functional stakeholders to develop global processes, drive continuous improvement, and support a consistent customer experience. You will be part of a global and multicultural organization, collaborating with colleagues across Finland, Canada, the United States, and other regions. This role offers an excellent opportunity to influence how customer service operates globally and to contribute to the development of processes, systems, and ways of working in a growing organization. Job description As the Global Customer Service Process Owner, you will be responsible for defining, governing, standardizing, and continuously improving end-to-end customer service processes across all regions. You will ensure that processes support organizational goals, regulatory requirements, operational efficiency, and an excellent customer experience. You will act as the primary point of contact for global customer service process-related topics and work closely with regional customer service managers and cross-functional teams to ensure consistent implementation and continuous development. Your daily work will consist of: Owning and governing global customer service processes, policies, SOPs, and work instructions Driving process standardization, continuous improvement, and change management across regions Collaborating with regional teams to implement and continuously improve global processes Defining and monitoring KPIs, SLAs, and other performance metrics Identifying improvement opportunities based on customer feedback, non-conforming event data, and business needs Driving automation, digitalization, and system development initiatives Defining business requirements for customer service-related systems and software development Providing training, guidance, and support on global processes and best practices Ensuring compliance with regulatory requirements and company policies Owning the Blueprint Genetics account setup process and ensuring global alignment Collaborating with cross-functional teams to align policies, procedures, and resolve process-related issues Creating and reviewing customer communication templates related to customer service processes You will work closely with regional customer service managers and stakeholders across the organization, including order processing, production, logistics, billing, sales, and product management. The role reports to Senior Manager of Operations Support, and is part of Global Client Services team. Qualifications We are looking for a proactive and self-driven professional who enjoys developing processes, solving problems, and collaborating across functions and regions. You are organized, analytical, and comfortable taking ownership of projects and driving change in a fast-paced and evolving environment. Our ideal team member has: A Bachelor’s degree in Business Administration, Life Sciences, or a relevant field 5+ years of experience in customer service, operations, process management, or a related field Experience in global or multi-regional operations and cross-functional, multicultural environments Proven experience in process improvement, implementation, and change management Experience with CRM and customer service platforms, such as Salesforce and Service Cloud Strong data analysis and reporting skills, particularly with Salesforce and MS Excel Knowledge of KPI development, performance tracking, customer experience, and relevant regulatory requirements Strong project management, organizational, prior