Global Director Customer Care
About the role
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Responsibilities
- Lead and enhance Global Business Services (GBS) Customer Care operations to deliver exceptional service excellence.
- Develop and guide high‑performing teams across multiple channels while improving customer satisfaction and operational efficiency.
- Develop and execute customer engagement strategies that enhance the Thermo Fisher customer experience.
- Uphold service excellence values while fostering an environment of continuous improvement through analytics, feedback gathering, and innovation.
- Guide change initiatives, optimize organizational structures, and build scalable solutions for future growth.
- Identify revenue opportunities and collaborate with divisional sales leads on growth strategies.
- Establish performance standards, develop talent, and ensure balanced achievement of employee, customer, financial, and regulatory goals.
- 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
- Choice of national medical and dental plans, and a national vision plan, including health incentive programs.
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave).
- Accident and life insurance, and short‑ and long‑term disability in accordance with company policy.
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan.
- Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount.
Pay
The salary range estimated for this position based in Massachusetts is $136,100.00–$204,125.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy.
Schedule
Work Schedule Standard (Mon‑Fri)
Environmental Conditions: Office