Senior Director, Global Customer Services

Job not on LinkedIn

🔥 1 minute ago

⛰️ Colorado, Florida, +11 more states – Remote

⛰️ Colorado – Remote 🐊 Florida – Remote 🌾 Iowa – Remote 🐎 Kentucky – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🧀 Wisconsin – Remote

💵 $230k - $250k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Danaher Corporation

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Danaher Corporation is a leading global life sciences and diagnostics innovator that develops and supplies instruments, technologies, software, and services to accelerate scientific research, biotechnology development, and clinical diagnostics. The company operates through businesses focused on biotechnology tools, diagnostics platforms, and life sciences products, leveraging the Danaher Business System and an acquisition-driven strategy to scale technologies and support customers across academia, pharmaceutical and biotech companies, and clinical laboratories.

📋 Description

• Lead SCIEX's global customer service organization across the Americas, EMEA and JKOSEA • Make customer service a strategic advantage by improving customer experience, enabling commercial growth and driving operational excellence • Own the customer-facing quote-to-book experience, customer inquiry and case management, service and sales administration, and contract administration across the contract lifecycle • Partner with the SVP, Global Commercial Operations and VP, Operational Excellence & AI on multi-year strategy and measurable outcomes • Design and continuously improve the global customer service operating model and organization • Codify standard work, best practices and reusable playbooks across regions • Establish governance, cadence and reporting rhythms • Lead customer inquiries, order management, quoting and booking support, service and sales administration, contract administration and issue resolution • Ensure contracts are executed and administered end to end, tracking terms, entitlements, renewal dates and obligations • Identify revenue leakage and convert findings into corrective action and growth opportunities • Own customer experience metrics, listening mechanisms and feedback-to-action processes • Apply Danaher Business System principles, including Gemba, standard work, daily management and visual management • Lead kaizen events and transformation initiatives • Establish performance metrics and operating reviews • Own the customer service technology and transformation roadmap, including CPQ, ERP and order-management systems • Implement automation, AI-enabled triage, self-service and analytics with IT, Digital, Data & Analytics and Global AI Deployment teams • Lead, develop and retain a high-performing global team across multiple regions and cultures • Partner with Commercial, Service, Marketing, Finance, Legal, IT and regional leadership • Develop and manage the global customer service budget while driving productivity and cost efficiency

🎯 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 • Leadership of a multi-region, global organization • Experience leading significant organizational change across multiple countries, including consolidation of regional teams into a global function • Experience partnering with Human Resources and Legal • Experience executing and improving a transformation plan • Deep operating knowledge of transactional service operations, including 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, revenue recognition, entitlement and renewal • Business-side ownership of a CRM, CPQ or ERP deployment through cutover and stabilization • Expertise in Danaher Business System, Lean, Six Sigma or comparable formal continuous improvement system • Ability to establish operational metrics, conduct root-cause analysis and implement measurable countermeasures • Ability to travel domestically and internationally based on business needs • Additional qualifications include MBA or advanced degree, relevant life sciences/diagnostics/medical technology/analytical instrumentation or regulated industry experience, center of excellence or shared-services experience, EMEA employee consultation or works council experience, commercial contracting experience, and Salesforce, CPQ, contract lifecycle management and AI-enabled service capabilities experience

🏖️ Benefits

• Bonus pay eligibility • Paid time off • Medical insurance • Dental insurance • Vision insurance • 401(k) for eligible employees • Flexible, remote working arrangement for eligible roles • Reasonable accommodations for applicants and employees with disabilities