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About the Role

The Senior Director, Global Customer Service leads SCIEX's global customer service organization, aiming to improve customer experience, enable commercial growth, and drive operational excellence. This role owns the quote-to-book experience, customer inquiry and case management, service and sales administration, and contract administration. The position carries direct accountability for service levels and turnaround times that impact customer interactions.

Responsibilities

Create the global organization by partnering with the SVP, Global Commercial Operations to design and improve the customer service operating model.
Codify standard work, best practices, and playbooks to enhance performance across regions.
Establish governance, cadence, and reporting rhythms to sustain performance.
Lead global customer service operations including inquiries, order management, quoting, booking support, administration, and issue resolution.
Ensure accountability for service levels and turnaround times that facilitate sales and service operations.
Manage contract execution and administration throughout the lifecycle, tracking key terms and escalating issues as needed.
Identify and address revenue leakage, converting it into corrective actions and growth opportunities.
Establish global standards, policies, and service-level expectations for quoting, booking, and contract execution.
Own and continuously improve the customer experience across service touchpoints, reducing customer effort and complexity.
Design and implement customer service metrics (CSAT, CES, turnaround time) integrated with enterprise CX metrics.
Implement customer listening and feedback mechanisms to drive action.
Apply Danaher Business System principles to drive operational excellence using Gemba, standard work, daily management, and visual management.
Lead kaizen events and transformation initiatives to improve customer outcomes, reduce complexity, and increase productivity.
Establish performance metrics and operating reviews for global visibility into customer service and quote-to-book performance.
Own and execute the global customer service technology and transformation roadmap, including CPQ, ERP, and order-management systems.
Partner with IT, Digital, Data & Analytics, and AI teams to implement automation, AI-enabled triage, self-service, and analytics.
Ensure AI and automation capabilities meet defined standards for accuracy, adoption, and defect rates before scaling.
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 to ensure alignment and support commercial programs.
Develop and manage the global customer service budget, focusing on productivity, cost efficiency, and service performance.
Accountable for global performance across service level attainment, quote/order/contract turnaround time, order/quote accuracy, case resolution time, customer satisfaction, customer effort, productivity, cost performance, identified revenue leakage, and associate engagement/retention.

Requirements

Bachelor's degree in business, operations, engineering, life sciences, finance, or a related analytical field.
12+ years of progressive leadership experience in customer service, customer operations, commercial operations, or service operations, including leadership of a multi-region, global organization.
Demonstrated experience leading significant organizational change across multiple countries, including consolidation of regional teams into a global function.
Proven experience executing a transformation plan and improving it through disciplined execution.
Deep operating knowledge of transactional service operations: 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, and commercial terms impacting revenue recognition, entitlement, and renewal.
Business-side ownership of a CRM, CPQ, or ERP deployment affecting order or service processes, including responsibility through cutover and stabilization.
Demonstrated expertise in Danaher Business System, Lean, Six Sigma, or a comparable formal continuous improvement system, applied hands-on.
Demonstrated ability to establish operational metrics, conduct root-cause analysis, and implement countermeasures.
Ability to travel domestically and internationally based on business needs.

Skills

Customer service leadership
Global operations management
Quote-to-book processes
Contract administration
Customer experience improvement
Operational excellence
Continuous improvement (Danaher Business System, Lean, Six Sigma)
Technology deployment (CPQ, ERP, CRM)
Team leadership and development
Budget management
Performance metrics establishment
Root-cause analysis
Commercial contracting
Salesforce
AI-enabled service capabilities

Location

Flexible / Remote
Americas
EMEA
Asia

Work Type

Remote

Experience Level

Senior Director
12+ years of progressive leadership experience

Education Level

Bachelor's degree in business, operations, engineering, life sciences, finance or a related analytical field
MBA or an advanced degree in operations management, engineering, finance or another analytical field (preferred)

Salary/Compensations

$230,000 to $250,000 USD

Benefits

Paid time off
Medical insurance
Dental insurance
Vision insurance
401(k) for eligible employees
Bonus pay eligibility
Flexible, remote working arrangements

About the Company

SCIEX is one of Danaher's operating companies, focused on life sciences, diagnostics, and biotechnology.
The company's work saves lives through innovation and a commitment to tangible impact.
SCIEX has over 50 years of experience empowering customers to solve analytical challenges.
The company is enabled by the Danaher Business System and passionate about helping life science experts.
Danaher Corporation and its companies are committed to equal opportunity.

Equal Opportunity

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.
We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities.