Senior Manager Global Customer Desk & GEM Functional Excellence

Responsibilities

• Define and implement the global strategy for a best-in-class customer service model across all Centers of Excellence (CoE) and plants.
• Lead the operational excellence approach using the Garrett Excellence Model (GEM) for the Global Supply Chain organization.
• Establish and deploy skill matrices, training programs, and onboarding/coaching activities for Global Customer Desk staff.
• Monitor and drive key performance indicators (KPIs) including Net Promoter Score (NPS) and Customer Delivery Index (CDI).
• Standardize work processes for order management, invoicing, and sales administration globally.
• Drive system standardization and collaborate with IT to implement standardized applications for customer service activities.
• Conduct benchmarking against leading B2B companies to establish management and process best practices.

Requirements

• Bachelor's degree with extensive experience in work process improvements and business measures.
• 5+ years of Customer Delivery (CD) experience in an automotive environment OR 7+ years of CD experience in an industrial/manufacturing environment.
• Proficiency in SAP, Customer Portals, and Microsoft Excel.
• Fluent English; proficiency in German or French is preferred.
• Ability to travel globally up to 30%.
• Strong business acumen and the ability to present concise plans to executive-level leadership.
• Proven ability to influence a broad organization and lead complex assignments with limited direction.

About the Company

Garrett Motion is a cutting-edge technology leader enabling emission reduction and energy efficiency. We design, manufacture, and sell highly engineered turbocharging, air and fluid compression, and high-speed electric motor technologies for customers in the mobility and industrial fields.