Global Director Customer Care
Thermo Fisher Scientific
Summary
As Director of Customer Service, you will lead and enhance our Global Business Services (GBS) Customer Care operations to deliver exceptional service excellence. In this strategic leadership role, you'll develop and guide high-performing teams across multiple channels while improving customer satisfaction and operational efficiency. Working collaboratively with cross-functional partners, you'll develop and execute customer engagement strategies that enhance the Thermo Fisher customer experience.
Job description
You'll uphold our service excellence values while fostering an environment of continuous improvement through analytics, feedback gathering, and innovation. This role offers the opportunity to guide change initiatives, optimize organizational structures, and build scalable solutions for future growth. You'll also identify revenue opportunities and collaborate with divisional sales leads on growth strategies.
Your leadership will be essential in establishing performance standards, developing talent, and ensuring balanced achievement of employee, customer, financial, and regulatory goals. You'll evaluate and enhance business processes, implement technology solutions, and assess operations against industry standards to maintain our strong market position.
Requirements
- Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 8 years of experience in senior management leading customer service operations in a shared services environment
- Preferred Fields of Study: Business Administration or related field
- Strong track record of leading and developing managers in a customer care environment
- Experience developing and implementing multi-channel customer contact strategies (human, technical, digital)
- Demonstrated success in meeting balanced business objectives (employee, customer, financial)
- Proven ability to influence and develop senior leadership and executives
- Experience leading large-scale operational changes and improvement initiatives
- Strong technology orientation with ability to drive systems implementation
- Experience managing budgets and operational metrics
- Expertise in building and optimizing organizational structures
- Track record of developing and implementing best practices
- Experience creating and executing business continuity plans
- Proficiency in developing and delivering executive-level presentations
- Fluency in English (verbal and written)
- Ability to work independently and lead distributed teams
- Strong relationship building skills with internal/external partners
- Travel required
Benefits
- Medical, Dental & Vision
- Health Incentive Programs
- Employee Assistance Program
- Family Support Programs
- Commuter Benefits
- Tuition Reimbursement
- Paid Time Off
- Paid Holidays
- Paid Parental Leave
- Accident Insurance
- Life Insurance
- Short-term Disability
- Long-term Disability
- 401(k) Retirement Savings Plan
- Employee Stock Purchase Plan
Company overview
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. The company's mission is to enable customers to make the world healthier, cleaner, and safer. With over 100,000 employees globally, Thermo Fisher provides an unrivaled combination of innovative technologies, purchasing convenience, and pharmaceutical services through its industry-leading brands including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. The company serves customers across healthcare, life sciences, applied markets, and pharmaceutical sectors, offering solutions that accelerate research, solve complex analytical challenges, improve patient diagnostics, and increase laboratory productivity. Headquartered in Waltham, Massachusetts, Thermo Fisher operates globally, delivering critical scientific products, services, and workflow solutions that support researchers, organizations, and companies in addressing some of the world's most pressing issues.