Senior Director, Global Customer Services

This is a fully remote position, open to applicants in Colorado, +12 more states.

📋 Description

• Guide SCIEX's global customer service organization throughout the Americas, EMEA, and JKOSEA.

• Transform customer service into a strategic asset by enhancing customer experience, fostering commercial growth, and promoting operational excellence.

• Oversee the customer-oriented quote-to-book process, manage customer inquiries and cases, as well as service, sales, and contract administration throughout the contract lifecycle.

• Collaborate with the SVP of Global Commercial Operations and the VP of Operational Excellence & AI on long-term strategies and measurable results.

• Develop and perpetually refine the global customer service operating model and organizational structure.

• Document standard procedures, best practices, and reusable playbooks across different regions.

• Set up governance, cadence, and reporting schedules.

• Manage customer inquiries, order processing, quoting, and booking assistance, as well as service, sales administration, contract management, and issue resolution.

• Ensure that contracts are executed and managed comprehensively, monitoring terms, entitlements, renewal dates, and obligations.

• Detect revenue loss and translate findings into corrective actions and growth opportunities.

• Take charge of customer experience metrics, feedback mechanisms, and processes that convert feedback into actionable steps.

• Utilize Danaher Business System principles, including Gemba, standard work, daily management, and visual management.

• Facilitate kaizen events and transformation initiatives.

• Establish performance metrics and conduct operating reviews.

• Manage the customer service technology and transformation roadmap, encompassing CPQ, ERP, and order management systems.

• Implement automation, AI-driven triage, self-service options, and analytics in collaboration with IT, Digital, Data & Analytics, and Global AI Deployment teams.

• Lead, nurture, and retain a high-performing global team across various regions and cultures.

• Partner with Commercial, Service, Marketing, Finance, Legal, IT, and regional leadership.

• Develop and oversee the global customer service budget while enhancing productivity and cost efficiency.

⛳️ Requirements

• A bachelor's degree in business, operations, engineering, life sciences, finance, or a related analytical discipline.

• Over 12 years of progressive leadership experience in customer service, customer operations, commercial operations, or service operations.

• Experience leading a multi-region global organization.

• Proven track record in implementing significant organizational changes across multiple countries, including the consolidation of regional teams into a global function.

• Experience collaborating with Human Resources and Legal departments.

• Demonstrated success in executing and enhancing a transformation plan.

• Profound operational knowledge of transactional service operations, including intake and triage design, queue and tier structures, service-level agreements, capacity planning, and daily management.

• Practical understanding of quote-to-book and order management processes, contract administration, revenue recognition, entitlements, and renewals.

• Business-side ownership of a CRM, CPQ, or ERP deployment from cutover to stabilization.

• Proficiency in Danaher Business System, Lean, Six Sigma, or a similar formal continuous improvement framework.

• Capability to establish operational metrics, conduct root-cause analyses, and implement measurable countermeasures.

• Willingness to travel domestically and internationally as required by business needs.

• Additional qualifications may include an MBA or advanced degree, relevant experience in life sciences, diagnostics, medical technology, analytical instrumentation, or regulated industries, as well as experience in centers of excellence or shared services, EMEA employee consultation or works councils, commercial contracting, and familiarity with Salesforce, CPQ, contract lifecycle management, and AI-enabled service functionalities.

🏝️ Benefits

• Eligibility for bonus pay.

• Paid time off.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan for eligible employees.

• Flexible remote working arrangements for qualifying roles.

• Reasonable accommodations for applicants and employees with disabilities.