About this role
We are seeking a Global Business Owner — After Sales to shape the future of our global customer service organization.
As the global business owner for the Contact-to-Closure (C2C) process, you will define the future service operating model, drive process excellence, digital transformation and AI enablement, and establish scalable global standards across our service organization.
Acting as the central interface between Business and IT, you will work closely with Executive Management, Service, Sales, Engineering, Supply Chain, Quality and external partners, as well as the CRM Business Owner and the AI & Business Automation Lead as fellow initiative owners. You report program status through the Strategic Program Lead, who runs cross-portfolio governance across all Commercial Excellence workstreams, and report to the Director Digital & Commercial Transformation, Audio. This role is based in Portugal.
Key Responsibilities
Own the global Contact-to-Closure (C2C) process and drive its continuous improvement across all regionsDefine and execute the global After Sales strategy, process roadmap and governance modelOwn the Salesforce Service Cloud platform as business owner, including the Repair Center operating model and technician allocationAlign business requirements across Service, Sales, Engineering, Supply Chain, Quality and IT, translating them into scalable digital solutionsDrive process standardization, AI enablement and automation to improve customer experience, operational efficiency and business performanceAct as the primary business counterpart for Product Owners, IT and implementation partners, ensuring successful delivery and adoption of global capabilitiesDefine and monitor global service KPIs, standards and best practices while driving business ownership and continuous improvementLead cross-functional transformation initiatives and establish a scalable, customer-centric global service operating model Master's degree in Business Administration, Engineering, Information Systems or a related field5+ years of experience in Customer Service, Service Excellence, Process Management, CRM or Digital TransformationDeep understanding of end-to-end After Sales / Contact-to-Closure (C2C) processes in an international environmentExperience with Salesforce Service Cloud or comparable enterprise service platforms from a business ownership perspectiveProven ability to lead cross-functional transformation initiatives and align diverse business stakeholdersStrong analytical, communication and stakeholder management skills with a hands-on, results-oriented mindsetPassion for customer experience, process excellence, AI-driven innovation and scalable global business solutions What We Offer
Direct ownership of a newly created role at the center of Audio's AI transformationFast, decision-led environment backed by Private Equity ownership — no legacy bureaucracyA tight-knit, four-person Digital & Commercial Excellence team with high autonomy and visibility to executive managementThe opportunity to shape AI governance and adoption from the ground up across a global business