Director, Learning & Customer Excellence

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🔥 12 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👔 Director

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Thermo Fisher Scientific

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1956

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

Healthcare • Logistics • Manufacturing

Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $40 billion. Their mission is to enable customers to make the world healthier, cleaner, and safer by supporting life sciences research, solving complex analytical challenges, increasing laboratory productivity, and improving patient health through diagnostics and the development of life-changing therapies. With a global team, they offer innovative technologies and pharmaceutical services through brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.

📋 Description

• Define and execute the Client Delivery learning and capability strategy aligned with business priorities and customer outcomes • Establish competency frameworks, proficiency standards, capability models, role-based learning pathways, readiness criteria, certification requirements, and development programs • Partner with Client Delivery leaders to identify capability gaps and implement targeted development strategies • Lead onboarding, role-based training, continuous learning, and capability development programs • Lead the team responsible for PM, PDM, onboarding, and customer experience training programs • Establish governance for learning content, curriculum management, knowledge repositories, training effectiveness, and learning standards • Oversee learning technologies, learning management systems, digital learning platforms, and AI-enabled learning solutions • Define and implement the Global Central Laboratories Customer Excellence strategy • Establish customer experience standards, playbooks, and behavioral expectations • Lead Customer Excellence Academy programs across Global Central Laboratories functions • Establish governance for Voice of Customer and customer feedback programs • Analyze customer feedback and translate it into measurable improvement actions • Develop programs that strengthen accountability, customer-centricity, communication, collaboration, and leadership effectiveness • Advise leadership on organizational readiness, capability development, and customer experience maturity • Support enterprise change management initiatives requiring capability building, behavioral adoption, and stakeholder engagement

🎯 Requirements

• Bachelor's degree or equivalent and relevant formal academic / vocational qualification • 12+ years of previous experience providing the knowledge, skills, and abilities to perform the job • 5+ years of management responsibility • Strong leadership skills • Relevant education, training, and/or directly related experience may be considered as an equivalency • Must be legally authorized to work in the United States without sponsorship • Must be able to pass a comprehensive background check, including drug screening • Ability to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner • Able to work upright and stationary for typical working hours • Ability to use and learn standard office equipment and technology with proficiency • Ability to perform successfully under pressure while prioritizing and handling multiple projects or activities

🏖️ Benefits

• Fully remote work • Learning and capability development programs • Onboarding and role-based training • Continuous learning programs • Career progression and development programs • Recognition and reinforcement mechanisms • Reasonable accommodation for individuals with disabilities • Equal employment opportunity