Director Customer Care

Thermo Fisher Scientific

Ciencias de la vida

37724 Lagunilla, Castilla y León - Spanien

Sénior Manager / Director de departamento

Experteer Overview

In this role you lead the GBS Customer Care team to drive customer satisfaction and operational efficiency, partnering with GBS leadership to align strategies. You’ll develop operating plans, analyze performance data, and drive improvement using modern methodologies and digital tools. You will recruit and coach managers, ensuring continuity for critical roles while building scalable capabilities. You’ll lead cross-functional change initiatives and foster a Customer First culture to deliver an excellent customer experience.

Responsabilidades

Develop operating plans and analyze performance data to inform improvements
Deliver consistent operational results and measurable service impact; establish controls and compliance
Identify revenue opportunities and partner with divisional sales on growth strategy
Talent management: recruit, coach, and develop managers and teams; plan succession for critical roles
Drive continuous improvement and productivity using Thermo Fisher PPI methodology and digital/data tools
Champion end-to-end process improvements; lead global collaboration to reduce disruption
Establish and maintain relationships with internal and external partners; influence service-related decisions
Collaborate with IT to deploy system-related projects in Customer Care and enhance customer experience

Requisitos principales

Bachelor’s degree; preferably in business
Fluency in English (written and spoken)
Strong technology and commercial orientation with experience in a shared services environment and high-volume customer service with senior management experience
Proven track record in customer care management within complex shared services
Experience delivering value through continuous improvement and cost-saving initiatives
Experience implementing technology-enabled end-to-end solutions and leading large-scale operational change
Ability to navigate formal and informal networks and manage stakeholder interests
Strong problem-solving skills, data synthesis, and ability to lead global teams
Ability to work independently, handle ambiguity, and manage multiple projects and deadlines
Ability to handle highly confidential information

leadership communication stakeholder management data analysis digital tools for process improvement IT collaboration for system projects

Descripción del puesto

In this role you lead the GBS Customer Care team to drive customer satisfaction and operational efficiency, partnering with GBS leadership t…

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