The posting
Senior Director, Global Customer Service
Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?
At SCIEX, one of Danaher's 15+ operating companies, our work saves lives, and we're all united by a shared commitment to innovate for tangible impact. You'll thrive in a culture of belonging where you and your unique viewpoint matter. By harnessing Danaher's system of continuous improvement, you help turn ideas into impact, innovating at the speed of life.
For more than 50 years, SCIEX has empowered customers to solve impactful analytical challenges in quantitation and characterization through groundbreaking innovation, outstanding reliability and support. You will be part of a winning team, enabled by the Danaher Business System, that is passionate about helping life science experts around the world get to answers they can trust.
About the Role
The Senior Director, Global Customer Service leads SCIEX's global customer service organization and is accountable for making customer service a strategic advantage for SCIEX by improving the customer experience, enabling commercial growth and driving operational excellence.
This leader owns the customer-facing quote-to-book experience, customer inquiry and case management, service and sales administration, and contract administration across the full contract lifecycle. Every dollar of SCIEX revenue passes through this team, so the role carries direct accountability for the service levels and turnaround times that determine how easily customers, both internal and external, can conduct business with SCIEX.
The Senior Director partners closely with the SVP, Global Commercial Operations and the VP, Operational Excellence & AI to shape the multi-year strategy, and owns execution against measurable outcomes in customer experience, associate engagement, service performance and cost.
Reporting and Structure
- Reports to: Senior Vice President, Global Commercial Operations
- Member of the Global Commercial Leadership Team
- Leads the global customer service organization across the Americas, EMEA and JKOSEA
- Location: flexible / remote, with the ability to operate across Americas, EMEA and Asia time zones
In This Role, You Will Have the Opportunity To
Create the global organization
- Partner with the SVP, Global Commercial Operations to design and continuously improve the global customer service operating model and organization.
- Codify standard work, best practices and reusable playbooks that raise performance consistently across regions.
- Establish the governance, cadence and reporting rhythm that sustain performance across regions.
Deliver quote-to-book, contract administration and revenue enablement
- Lead global customer service operations spanning customer inquiries, order management, quoting and booking support, service and sales administration, contract administration and issue resolution.
- Hold the organization accountable for the service levels and turnaround times that allow Sales and Service to close and fulfill business without friction.
- Ensure contracts are executed and administered end to end, with rigorous tracking of key terms, entitlements, renewal dates and obligations across the contract lifecycle, escalating to Legal where genuinely required.
- Develop insight into revenue leakage, including missed price escalations, unbilled entitlements and non-compliant or expired terms, and convert it into corrective action and growth opportunity.
- Establish global standards, policies and service-level expectations for quoting, booking and contract execution.
Improve the customer experience
- Own and continuously improve the customer experience across critical customer service touchpoints, eliminating sources of customer effort, process complexity and operational friction.
- Design and implement customer service metrics such as CSAT, CES and quote and order turnaround time that integrate with enterprise customer experience metrics and journey mapping, in partnership with the Global Service organization, to create one cohesive end-to-end view.
- Implement customer listening and feedback mechanisms that translate insight into action.
Drive operational excellence and continuous improvement
- Apply Danaher Business System principles to drive operational excellence, using Gemba, standard work, daily management and visual management to create accountability and sustain results.
- Lead kaizen events and transformation initiatives that improve customer outcomes, reduce complexity and increase productivity.
- Establish performance metrics and operating reviews that provide global visibility into customer service and quote-to-book performance.
Deploy technology and AI
- Own and execute the global customer service technology and transformation roadmap, including CPQ, ERP and order-management systems.
- Partner with IT, Digital, Data & Analytics and the Global AI Deployment team to implement automation, AI-enabled triage, self-service and analytics that improve both customer and associate experience.
- Hold AI and automation capability to defined accuracy, adoption and defect standards before scaling.
Lead people and partner across the business
- Lead, develop and retain a high-performing global team across multiple regions and cultures, building capability, succession and an inclusive culture of continuous improvement.
- Partner closely with Commercial, Service, Marketing, Finance, Legal, IT and regional leadership to ensure alignment across the customer journey and to support new product introductions and commercial programs.
- Develop and manage the global customer service budget, driving productivity and cost efficiency while improving service performance.
Performance and Business Outcomes
Accountable for global performance across:
- Service level attainment and quote, order and contract turnaround time
- Order and quote accuracy, and case resolution time
- Customer satisfaction and customer effort
- Productivity, cost performance and delivery of committed savings
- Revenue leakage identified and recovered
- Associate engagement and retention
Essential Job Requirements
- Bachelor's degree in business, operations, engineering, life sciences, finance or a related analytical field.
- 12 or more years of progressive leadership experience in customer service, customer operations, commercial operations or service operations, including leadership of a multi-region, global organization.
- Demonstrated experience personally leading significant organizational change across multiple countries, including consolidation of regional teams into a global function, delivered on committed timelines and in partnership with Human Resources and Legal.
- Proven experience executing a transformation plan and improving it through disciplined execution.
- Deep operating knowledge of transactional service operations: intake and triage design, queue and tier structure, service-level construction, capacity planning and daily management.
- Working knowledge of quote-to-book and order management processes, contract administration and the commercial terms that drive revenue recognition, entitlement and renewal.
- Business-side ownership of a CRM, CPQ or ERP deployment affecting order or service processes, including responsibility through cutover and stabilization.
- Demonstrated expertise in Danaher Business System, Lean, Six Sigma or a comparable formal continuous improvement system, applied hands-on.
- Demonstrated ability to establish operational metrics, conduct root-cause analysis and implement countermeasures that produce measurable customer and business outcomes.
- Ability to travel domestically and internationally based on business needs.
Additional Qualifications
- MBA or an advanced degree in operations management, engineering, finance or another analytical field.
- Experience in life sciences, diagnostics, medical technology, analytical instrumentation or another regulated, capital-equipment or service-intensive industry with quarter-end revenue concentration.
- Experience building or leading a center of excellence or shared-services organization.
- Experience with employee consultation, works councils or comparable employee representation frameworks in EMEA.
- Hands-on commercial contracting experience, including drafting, redlining and negotiation support.
- Experience with Salesforce, CPQ, contract lifecycle management and AI-enabled service capabilities.
Leadership Profile
The ideal candidate is a commercially minded operations leader with a track record of leading global teams through significant structural change. They have personally led consolidations and global operating model changes, and they know how to hold difficult change on schedule while keeping service performance and team engagement intact. They are credible with regional commercial leaders, rigorous with front-line operations, and comfortable presenting to executives. They execute the committed plan first and earn the right to reshape it through results.
Compensation and Benefits
The annual salary range for this role is $230,000 to $250,000 USD. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future. This job is also eligible for bonus pay.
SCIEX, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives, including paid time off, medical, dental and vision insurance and 401(k) for eligible employees.
At SCIEX we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement. Additional information about this remote work arrangement will be provided by your interview team.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested and determinable. The amount and availability of any bonus, commission, benefits or any other form of compensation and benefits that are allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
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Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit www.danaher.com.
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