Sr Director, Customer Operations and Support, BPG

at  Thermo Fisher Scientific

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.

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

• 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.