Director, Customer Service

Director, Customer Service

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands.

Job Title: Director, Customer Service

Reports to: Senior Director, Customer Service

Group / Division: Career Band: 9

Position Location: Lagunilla, Costa Rica

Number of Direct Reports: 80+

Position Overview:

Build and lead the GBS Customer Care team members in a variety of strategic and day-to-day operational areas including, but not limited to, recruitment, workforce management, quality assurance and training. The Customer Care Director develops and directs the management of the Customer Care function to drive customer satisfaction and improved operational efficiency. The Customer Care Director will also partner with the other GBS leadership teams to ensure there is tight alignment in customer care strategies and tactics with the goal of providing a great and consistent customer experience for Thermo Fisher customers.

Major Areas of Responsibility:

Customer Experience & Operational Performance:

• Develop operating plans, analyze data and collaborate with the team to understand performance and develop improvement plans.
• Deliver consistent, strong operational results.
• Deliver measurable service impact by leveraging relationships, industry knowledge and team-based thinking to provide creative solutions.
• Establish robust controls and compliance environment.
• Identify revenue opportunity and partner with divisional sales leads on growth strategy.

Talent Management:

• Build, recruit, direct, coach, inspire all managers, supervisors, and team members of the customer care team to achieve and support the vision and mission.
• Plan and provide continuity and succession for critical roles.
• Build sustainable, differentiated capabilities through proven solutions, deep functional expertise and focused approach.

Continuous Improvement and Productivity:

• Partner with Customer Care Governance to improve end-to-end process design and enabling technology.
• Drive the implementation of continuous improvement, leveraging Thermo Fisher PPI methodology, using emerging digital and data science to challenge the status quo.
• Develop a culture of Customer First, innovation and risk taking, speed and flexibility to continuously improve end-to-end process performance, in close collaboration with other global Shared Services operations and enabling functions.
• Champion change, working with peers globally to identify significant areas for continuous improvement.
• Implement changes while avoiding disruption to operations and the customer experience.

Stakeholders, Partner Teams:

• Establishes and maintains key relationships with internal and external partners, interacting with management on all service-related activities and matters to capture impact to Customer Care and end customers through business decisions.
• Partner with information technology to deploy system-related projects in the Customer Care organization.
• Collaborates with others and plays an integral role in the development and implementation of customer contact strategies that drive customer satisfaction and efficiency.

Required Education / Experience / Skills:

• Bachelor's degree required - preferably business related.
• Fluency in English (verbal and written).
• Strong technology and commercial orientation with experience in a shared services environment and broad proven experience in industry leading high volume customer service organizations with senior management experience (leading managers of people).
• The position holder must have a demonstrated track record of relevant functional expertise and experience in Customer Care management in a complex Shared services environment successfully managing multi-layered operational teams delivering value through continuous improvement and cost saving initiatives improving and implementing technology-enabled solutions end-to-end leading large scale operational change initiatives.
• Exceptional ability to operate within a multitude of formal and informal networks while managing the competing interests of varied stakeholders to identify and solve complex problems; to synthesize large quantities of complex data to generate meaningful insights to inspire, motivate, and lead global teams to operate independently and lead through ambiguity and change, and capable of handling multiple projects and deadlines simultaneously to deal with highly sensitive information in line with confidentiality expectations.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.