Sr Mgr Global Customer Service, Juneau

Position Overview

Fujifilm is seeking a Senior Manager of Global Customer Service to lead the end-to-end customer service strategy and execution globally for Digital Commerce.

This role is responsible for defining the global service model, technology strategy, and performance framework, ensuring a best-in-class, scalable customer experience across all regions. You will also be responsible for the reputation of the support function across all global tenants. The focus should be on long-term growth, efficiency, and ensuring that CS acts as a value-driver for the company.

Company Overview

At FUJIFILM North America Corporation, we are many things to both consumers and business customers. We’re looking for passionate, mission-driven people to help us continue to innovate.

With five operating divisions, there’s a lot of opportunity to find your niche and make an impact. Perhaps you’ll click with our Imaging Division that provides one-time-use cameras, digital printing equipment, and instax™. Maybe you’ll get charged up about our Electronic Imaging Division that markets digital cameras, lenses, and accessories for content creators. Or, you might have your eye on our Optical Devices Division, which provides optical lenses for the broadcast, cinematography, videography, and industrial markets. You could be drawn to our Business Innovation Division—they develop office and commercial print solutions and enable digital transformation. And if you’re interested in tape, check out our Industrial Products Division—they develop data storage solutions.

We offer a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of“giving our world more smiles.” Visit: Description

Responsibilities

Strategy&Leadership

Define and execute the

global customer service strategy

for GMSB

Establish the

tiered support model

(Tier 1, Tier 2, Tier 3) and regional operating structure

Serve as the

primary CS leader interfacing with Google stakeholders

Financial Management: Oversee the CS budget, manage and analyse cost allocation models and cost of service to each region.

Platform&Integration

Oversee implementation and optimization of

Intercom (Top Tier)

Ensure seamless integration with:

Order management systems

Fulfillment/lab systems

Google Photos ecosystem

Drive automation strategy (AI, bots, workflows)

Compliance&Risk: Ensure the platform remains compliant with global data privacy standards(GDPR/CPRA).

Global Operations

Manage performance across:

Offshore Tier 1 vendor

In-country Tier 2 teams

Tier 3 operations (QA, reporting, VOC)

Establish global SLAs, KPIs, and reporting cadence

Customer Experience&Continuous Improvement

Own global

CSAT, NPS, and service performance metrics

Translate customer insights into:

Product improvements

UX enhancements

Operational changes

Drive continuous optimization of cost, efficiency, and experience

Team Leadership

Lead and develop CS Ops (Tier 3) team

Influence regional CS teams without direct reporting lines

Build scalable org structure as business grows

5-8 plus 31 agents

Required Skills/Education

8–12+ years in Customer Service / CX leadership

, preferably in:

D2C/eCommerce

Marketplace or digital platforms

Proven experience leading

global customer service organizations

Deep experience with:

Tiered support models

Offshore/vendor management

CS platforms (Intercom, Zendesk, Salesforce)

Strong business acumen:

Ability to connect CS performance to revenue, retention, and cost

Experience working with

large strategic partners or enterprise clients

Key Differentiator

This is a

strategic, global leadership role

, not a traditional call center leader.The focus is on

scaling a modern, tech-enabled, data-driven customer experience organization

aligned with Fujifilm’s standards.

Salary and Benefits:

$110,000 plus bonus depending on experience

Medical, Dental, Vision

Life Insurance

401k

Paid Time Off

#LI-Remote

EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ().

Job Locations

US-Remote

Posted Date

3 days ago

(5/27/2026 10:38 AM)

Requisition ID

2026-37843

Category

Customer Service/Support

Company (Portal Searching)

FUJIFILM North America Corporation - Imaging Division