Business Process Owner (BPO) Customer Service (m/f/d)
The Business Process Owner (BPO) plays a key role in the strategic ERP and CRM transformation projects, with end-to-end responsibility for defined business processes and their continuous development. The objective is the successful rollout and sustainable optimization of standardized, digital customer service processes across the international Liebherr Group.
A central success factor of the role is the close, day-to-day cooperation with our operational divisions. The BPO works directly with the Divisions’ customer service department and regional service organizations to ensure that defined processes are not only designed centrally, but are practical, scalable, and embedded into daily operations in both the regional and central organisations.
Tasks:
Process Ownership
- End-to-end ownership, governance, documentation, and continuous improvement of assigned business processes (e.g. Customer Service, Part Sales, Marketing, Master Data)
- Ensuring that process designs reflect operational realities, regulatory needs, and local service requirements while maintaining global standards.
Close Collaboration with Operational Divisions
- Acting as a trusted partner for operational units, ensuring close alignment between global process design and local execution.
- Regular engagement with operational customer service teams to gather feedback, identify pain points, and translate operational needs into scalable process and system improvements.
- Supporting rollout and go-live phases to ensure smooth adoption and business continuity.
Requirements Management
- Collection, evaluation, and prioritization of requirements from operational divisions and regional organisations.
- Translation of business needs into IT-ready requirements in close cooperation with Product Owners, and implementation partners.
- Balancing global standardization with justified local deviations and feeding relevant local requirements back into global solutions.
Project Contribution
- Active participation in all project phases (Pre-Study, Design, Build, Rollout, Operations).
- Ensuring seamless process integration into target systems and stable transition from project mode into operational use.
- Supporting localization activities and deciding whether requirements should be implemented globally or locally.
Qualifications:
- University degree in Business Administration, (Business) Informatics, Engineering, or a comparable qualification.
- Several years of experience in process management, ideally within international transformation projects (CRM, ERP, or service-related processes).
- Strong expertise in analysing, modelling, and optimizing end-to-end business processes.
- Proven experience working closely with operational business units, IT teams, and external partners.
- Excellent communication and facilitation skills, with strong intercultural competence.
- High level of initiative, assertiveness, and a structured, solution-oriented working style.
- Very good command of German and English.
Our Offer:
Can we inspire you to take on a responsible role in a dynamic and independent family business? We offer you freedom for ideas, a secure job, progressive and family-friendly employment conditions such as flexible working hours and opportunities for further training.
Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Regina Abou el Naga.
Please note that applications submitted via email cannot be considered.
One Passion. Many Opportunities.
The company
Liebherr-International AG with its head office in Bulle is the holding company of the Liebherr Group and performs various functions in the areas finance, tax, auditing, legal, insurance, HR, and corporate communication. The Liebherr Group employs more than 55,000 people worldwide in over 150 countries.
Location
Liebherr-International AG
5415 Nussbaumen
Switzerland (CH)
Contact
Regina Abou el Naga
regina.abouelnaga@liebherr.com
