Customer Care Transformation Leader (director Level)
Altra Industrial Motion Corp
Hybrid
Drive cross-functional transformation
Improve customer effort and service experience
Lead ease-of-doing-business strategy
This role is accountable for orchestrating cross-functional transformation across the entire customer journey—designing, testing, deploying, and operationalizing new capabilities that materially improve customer effort, service experience, and commercial outcomes
Job Summary
This role is accountable for orchestrating cross-functional transformation across the entire customer journey—designing, testing, deploying, and operationalizing new capabilities that materially improve customer effort, service experience, and commercial outcomes.
Develop and maintain the initiative’s charter, resource plan, bowler, KPI framework, and investment requirements (budget, capex, talent).
Provide clear, concise updates to the IPS leadership team, including progress, risks, mitigation plans, and required decisions.
Matching Summary
This role is accountable for orchestrating cross-functional transformation across the entire customer journey—designing, testing, deploying, and operationalizing new capabilities that materially improve customer effort, service experience, and commercial outcomes.
Skills & Requirements
Must-have
Drive cross-functional transformation
Improve customer effort and service experience
Lead Ease-of-Doing-Business strategy
Manage customer requests end-to-end
Develop customer experience measurement framework
Nice-to-have
Exceptional change-management capability
Strong executive presence
Drive alignment and execution
Apply 80/20 principles
Embrace continuous improvement
Key Requirements
Bachelor’s degree required
Minimum 10 years’ experience
Proven track record leading large-scale transformations
Experience leading or influencing cross-functional teams