THE OPPORTUNITY

• Are you a hands-on leader who thrives on solving complex customer problems across global teams and technical services?
• Do you have a passion for building high-performing teams and delivering exceptional customer experience?
• Can you turn service operations into a strategic advantage through smart processes, technology, and people leadership?

ABOUT THE COMPANY

CSafe is a global leader in temperature-controlled shipping solutions and offers the most comprehensive suite of thermal shipping solutions for pharmaceutical cold chain shipping needs around the world to ensure patients receive the medicines and treatments they need. In addition to key acquisitions, CSafe has operations in more than 70 locations worldwide to ensure product availability and continues to fulfil their founders’ mission to provide patients around the world with access to viable, life-enhancing pharmaceuticals. With a “client-first” focus, deep industry expertise and commitment to innovation, CSafe continues to deliver industry-leading products and provides an end-to-end portfolio including active and passive bulk air cargo, parcel, cell and gene and specialty last-mile use cases. Their world class team operates with curiosity, humility, accountability, and entrepreneurial spirit to deliver on their vision and mission.

WHAT YOU’LL BE DOING

The Director of Global Service Delivery will join this dynamic and world-class organization at the World Headquarters in Monroe, Ohio. In this pivotal role, you will be responsible for ensuring customer satisfaction, overseeing our Customer Service and Product Support teams, and sustaining a culture of excellence.  We need a leader who can optimize processes, technology, people, and key performance metrics to enhance customer success. 

 Strategic Leadership & Customer Success

• Continue to build and evolve the global customer service and support strategy aligned with business objectives.
• Lead projects related to manpower, processes, reporting, and technology to improve customer experience.
• Foster a service-driven culture focused on growth, retention, and customer satisfaction.

Operations & Team Management

• Oversee customer service and product support functions, ensuring efficiency and alignment with company goals.
• Identify and implement process improvements based on performance metrics and customer feedback.
• Coach, train, and mentor global team members to enhance performance and professional development.

Product Support & Technical Services

• Manage technical support operations for all CSafe active and passive temperature-controlled products, including repairs, modifications, retrofits, and scheduled maintenance.
• Work closely with global service center partners to ensure timely repairs and cost-efficient service.
• Investigate customer-reported excursions and incidents; document anomalies and assist Quality and Engineering teams in identifying root causes and solutions.

Customer Relationship Management

• Serve as the primary liaison between customers, sales, engineering, product management, and production teams.
• Ensure proactive customer communication, including order status updates and on-time delivery assurances.
• Manage service center work order reviews, invoice accuracy, and approvals.

Logistics & Compliance

• Track and manage leased equipment, service schedules, and customer renewals.
• Ensure compliance with mandatory maintenance schedules and service documentation requirements.
• Oversee the development of training materials, troubleshooting guides, and service information resources.

YOUR IDEAL QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in Management, Business Administration, Engineering, or a related field (or equivalent experience).
• 8+ years in customer service, product support, or a related field.
• 5+ years in a leadership or management role.
• Experience in project management and process optimization.
• Strategic leadership with experience building high-performing teams in a service environment.
• Proficiency in CRM Systems or similar customer service business platforms.
• Strong track record in customer advocacy and satisfaction.
• Experience working with a leasing model is plus.

KEY PERSONAL ATTRIBUTES

• Strategic Vision & Hands-On Problem Solver: Aligns supply chain goals with global business.
• Ability to work across organizational levels and delegate effectively.
• Excellent communication skills (written and verbal) with demonstrated ability to develop capabilities in staff.
• Conflict resolution and problem-solving expertise.
• Ability to build excellent relationships with cross functional stakeholders, global direct reports, and customers.
• Strong analytical thinking and reasoning skills.
• Goal orientated, highly enthusiastic, dedicated to excellence and biased toward action.

THE PAYOFF

CSafe fosters an exciting, collaborative, and inclusive work environment that promotes personal and professional growth. They encourage feedback, foster trust, and support a culture of inclusion where everyone’s voice matters. Be part of a growing industry by joining a forward-thinking team in the rapidly expanding temperature-controlled shipping sector. CSafe also offers a competitive health benefit package and a very generous time off benefit.

OUR COMITTMENT TO CANDIDATES

Gilman Partners is committed to strengthening leadership teams and elevating talent in our communities—and that means all qualified applicants will receive consideration. You do not have to meet every qualification in this job description to apply. If you’re drawn to the position and believe your experience makes you a good fit, we encourage you to reach out.