Sr Director Customer Operations and Support BPG

myGwork LGBTQ Business Community
US - Tennessee - Nashville
June 26, 2024

This inclusive employer is a member of myGwork - the largest global platform for the LGBTQ+ business community.
Work Schedule
Standard (Mon-Fri)

Environmental Conditions

Office

Position Summary:

Thermo Fisher Scientific Inc. is currently looking for a highly qualified candidate to fill the role of Senior Director, Customer Operations & Support, BPG. We are seeking an individual who is a Role Model Leader and is dedicated to delivering excellent customer service and support.

Responsibilities

Lead and manage a team of customer service professionals, ensuring flawless execution of day-to-day operations.

Drive the development and implementation of strategies to improve customer experience and satisfaction.

Collaborate with cross-functional teams to resolve customer needs and develop innovative solutions.

Implement and maintain customer support systems and processes to ensure efficient and effective operations.

Champion a culture of continuous improvement and operational excellence.

Define clear global metrics for success, monitor performance against those metrics and report out with root cause and corrective actions (metrics, KPI's, RCCA, etc.).

Provide leadership and mentorship to achieve business objectives and meet performance targets.

Required Qualifications

Bachelors degree in an analytical field (operations management, engineering, sciences, business, finance) or equivalent work experience

10+ years' experience with customer experience management - with at least 4 years of experience with CRM systems and forecasting and an understanding of how they relate to the (Sales-Inventory-Operations-Planning) SIOP process

Proven experience with Oracle or other ERP system.

Passion to drive customer success and focus on creating value for the customer.

Demonstrated experience leading global teams, large-scale organizational changes, and developing and leading cross-functional teams

Proven leadership of successful integration and harmonization of business processes

Must have proven experience in customer relations and problem-solving customer issues.

Ability to operate within a matrix structure across multiple businesses and functions, prior experience working in large corporate environment or a diversified, complex organization is required

Desired Qualifications

Experience with Salesforce.com CRM system.

MBA or Masters Degree in analytical field (operations management, engineering, sciences, finance).

Project Management or Six Sigma certification

Experience with PDSA, PM, DMAIC Methodologies

Compensation And Benefits

The salary range estimated for this position based in New York is $148,900.00-$233,300.00.

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. We Offer a Comprehensive Total Rewards Package That Our U.S. Colleagues And Their Families Can Count On, Which Includes

A 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

For more information on our benefits, please visit: ***/global/en/total-rewards
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Read the full job description and apply online on the recuiter's web-site

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