Director of Product Management & Global Operations
Thermo Fisher
Summary
The Director of Product Management & Global Operations is responsible for defining and advancing the global capabilities that enable consistent, scalable, and industry-leading service delivery across Thermo Fisher Scientific's global service organization. Reporting into this role are the leaders responsible for Service Product Management, Service Platforms, and our Global Technical Support leaders representing a global organization of approximately 100 colleagues. This leader establishes the strategy, governance, and operational frameworks that enable service excellence through standardized processes, knowledge management, digital service platforms, technical support, escalation management, and service lifecycle governance.
Job description
Position Summary
The Director of Product Management & Global Operations is responsible for defining and advancing the global capabilities that enable consistent, scalable, and industry-leading service delivery across Thermo Fisher Scientific's global service organization. Reporting into this role are the leaders responsible for Service Product Management, Service Platforms, and our Global Technical Support leaders representing a global organization of approximately 100 colleagues. This leader establishes the strategy, governance, and operational frameworks that enable service excellence through standardized processes, knowledge management, digital service platforms, technical support, escalation management, and service lifecycle governance.
Key Responsibilities
Global Service Capability Strategy
- Define and execute the global strategy for service capabilities aligned with business growth objectives.
- Develop enterprise standards that improve service consistency, efficiency, and customer experience across all regions.
- Build scalable operational frameworks supporting future growth and digital transformation.
- Establish governance for global service capabilities and operational excellence initiatives.
Service Lifecycle Management
- Lead the global governance of service lifecycle management from New Product Introduction (NPI) through End-of-Life (EOL).
- Ensure global service readiness for new products, software, and technologies.
- Partner with Product Management and Engineering to establish supportability requirements early in product development.
- Standardize lifecycle planning, service documentation, training, spare parts readiness, and support models.
Knowledge Management & Service Enablement
- Own the global knowledge management strategy supporting service engineers and technical support organizations.
- Develop standardized technical content, troubleshooting guides, repair procedures, and digital knowledge assets.
- Drive adoption of Knowledge-Centered Service (KCS) principles to improve service effectiveness.
- Ensure service knowledge remains accurate, accessible, and continuously improved.
Technical Support & Escalation Management
- Lead the global technical support organization responsible for advanced troubleshooting and issue resolution.
- Establish enterprise escalation governance for complex customer and product issues.
- Drive root cause analysis in partnership with Engineering, Quality, Manufacturing, and Product teams.
- Ensure lessons learned from escalations translate into improved products, documentation, and service processes.
Service Platforms & Digital Enablement
- Lead strategy and adoption for global service platforms and digital service technologies.
- Partner with Digital and IT organizations to define the future roadmap for service enablement platforms.
- Drive adoption of field service technologies, analytics, workflow automation, and AI-enabled service capabilities.
- Ensure platforms support efficient, standardized service execution globally.
Leadership & Organizational Development
- Build leadership capability across Service Product Management, Technical Support, Service Platforms, and Service Operations.
- Foster a collaborative, customer-focused culture emphasizing accountability, innovation, and continuous improvement.
- Champion organizational development, succession planning, and talent growth across the global service capability organization.
Education
Bachelor's degree in Business, Engineering, Life Sciences, or related field required. MBA or Master's degree preferred.
Experience
- 15+ years of progressive leadership experience in global service organizations, technical support, customer success, or operational excellence.
- Experience leading enterprise service capabilities within complex global matrix organizations.
- Demonstrated success building global operating models and scalable service capabilities.
- Strong understanding of service lifecycle management, technical support, knowledge management, and digital service technologies.
- Experience leading organizational transformation and enterprise change initiatives.
- Financial and operational management experience, including forecasting, investment prioritization, and productivity improvement.
Requirements
- Bachelor's degree in Business, Engineering, Life Sciences, or related field required
- MBA or Master's degree preferred
- 15+ years of progressive leadership experience in global service organizations, technical support, customer success, or operational excellence
- Experience leading enterprise service capabilities within complex global matrix organizations
- Demonstrated success building global operating models and scalable service capabilities
- Strong understanding of service lifecycle management, technical support, knowledge management, and digital service technologies
- Experience leading organizational transformation and enterprise change initiatives
- Financial and operational management experience, including forecasting, investment prioritization, and productivity improvement
- Must be legally authorized to work in the United States without sponsorship
- Must be able to pass a comprehensive background check, which includes a drug screening
Benefits
- Medical, Dental & Vision
- Health Incentive Programs
- Employee Assistance Programs
- Family Support Programs
- Commuter Benefits
- Tuition Reimbursement
- Paid Time Off
- Paid Holidays
- Paid Parental Leave
- Accident Insurance
- Life Insurance
- Short-Term Disability Insurance
- Long-Term Disability Insurance
- 401(k) Retirement Plan
- Employee Stock Purchase Plan
- Annual Incentive Bonus
Company overview
Thermo Fisher Scientific is a global leader in serving science, with annual revenue of approximately $40 billion. The company provides a comprehensive portfolio of analytical instruments, equipment, reagents and consumables, software, and services for research, analysis, discovery, and diagnostics. Their mission is to enable customers to make the world healthier, cleaner, and safer by accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies, and increasing laboratory productivity. Thermo Fisher serves pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions, and government agencies worldwide. The company operates through four business segments: Life Sciences Solutions, Analytical Instruments, Specialty Diagnostics, and Laboratory Products and Services.