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You may know us as the world’s largest food and beverage company – as a parent to staple brands like Gerber®, Purina®, and Nespresso®. We know us as a wholesome family with a purpose much greater than ourselves: to enhance quality of life, contribute to a healthier future, and shape a better, healthier world. With more than 2,000 brands produced across 191 countries, our reach and scalability are BIG. And it all starts with technology. We are the largest SAP Implementation in the world. You are the brains behind category-rocking ideas and technology that will shape our bright future. Join the force – #PassionIT!

Customer Care Lead (IT Governance)

Job Number 18008442 Company NESTLE GLOBE IS/IT Location Saint Louis, Missouri

Description

GLOBE is a worldwide organization, with various locations throughout the U.S. such as St. Louis, MO, Arlington, VA and also within Latin America and other continents. It was created as a shared service for all Nestlé business units to improve performance and operational efficiency as it pertains to IT and business solutions. Leveraging Nestlé’s size and scope, this group revisits all aspects of our business practices and shapes new ways to run greater Nestlé.

As a Customer Care Lead you will impact the organization in a critical way. In this position you will lead a team of specialists responsible for managing all North America operational activities related to Customer Care and where applicable, takes direct responsibility for Customer Care activities in the markets where Market Services is in scope.  You will be involved in Interaction management, Incident management, Service Request management, Knowledge management and Problem management / Problem solving.  In this role, you will connect not only with ISIT organizations but also with business to be receiver focus, drive improvements to Nestlé GLOBE services based on receiver feedbacks and inputs, looking for high quality services, simplifications, fit for purpose solutions.

PRIMARY RESPONSIBILITIES: 
  • Defined objectives in collaboration with regional Service Management team lead and Regional Customer Care Functional Lead and cascading to team members as well as develop the relationship with the North American Markets, business and counterparts.
  • Collaborate with local ISIT organization/ Market services on aligned Customer Care objectives and KPIs and where possible have shared objectives. Work with the regional and local team to deliver against those objectives/ KPIs.
  • Build and continually develop motivated and skilled team in the North America Customer Care.
  • Support regional and local support teams to comply with the IIRM standard and Knowledge Management Best Practice. Challenge status quo bringing new ways of work, simplification internally to Customer Care and to receivers.
  • Effective application of Nestlé Center for Excellence principles, new methodologies and innovation.
  • Participate and contribute to projects and initiatives that require customer care involvement.
  • Look for more innovative ways of work and ways to interact with receivers
  • Achievement of Customer Care operational targets in the region in line with global measures and targets.

Qualifications

BASIC QUALIFICATIONS (Minimum):

Education: 
  • Bachelor’s degree required. 
Experience: (Years/Type) 
  • 4+ of experience with IT operations and IT governance required 
  • Experience with stakeholder Management required
  • Minimum of 1 year prior people management experience preferred 
  • Experience in matrix organization preferred
  • General understanding of Service Management Processes- ITIL/ITSM preferred 
  • Experience in a global working environment is a plus
SKILLS:  
  • Strong Service orientation and empathy for IT and Business End-Users
  • Strong attention to detail, analytical mindset and problem solving skills
  • Results focused, Service Oriented with ability to lead and convince others in a networked environment. 
  • Able to adapt in, and make effective use of a multi-cultural, multinational environment distributed globally. 

To our veterans and separated service members—you’re at the forefront of our minds as we recruit top talent to join Nestlé. The skills you’ve gained while serving our country, such as adaptability, agility, and leadership, are much like the skills that will make you successful in this role. We hope you’ll consider sharing in our mission—you’ll join a cohort of others who have chosen to call Nestlé home.
 


The Nestle companies are equal opportunity and affirmative action employers and are looking for diversity in candidates for employment: Minority/Female/Disabled/Protected Veteran

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