Director, Business Optimization - Global Customer Care Operations

Danaher•Deer Park, TX

20d•Onsite

About The Position

The Director, Business Optimization – Global Customer Operations will play a critical role in building and maturing the Global Customer Operations Center of Excellence. This is a hands-on transformation role responsible for strengthening how Global Customer Care operates across people, process, systems, workforce planning, and performance management. This leader will help create a consistent, scalable, and repeatable customer experience by standardizing global ways of working, building learning and development capability, driving continuous improvement, enabling technology adoption, and installing the operating rhythms needed to manage capacity, productivity, service levels, and customer experience. The role requires someone who can operate strategically while staying close enough to the work to build, deploy, inspect, and sustain change. This position reports to the Senior Director, Global Customer Care and is part of the Global Customer Care Center of Excellence located in Deer Park, IL and will be an on-site role.

Requirements

Bachelor’s Degree with 10+ years OR Associate’s Degree with 12+ years OR High School Diploma/GED with 14+ years leadership experience in Customer Care, Customer Operations, Commercial Operations, Business Process Excellence, Order Management, Workforce Planning, or related operational functions, ideally within large, complex, matrixed organizations with global or multi-regional scope
Demonstrated success leading transformation initiatives , including process standardization, change management, operational improvement, and deployment of standard work, SOPs, process documentation, training materials, and adoption plans
Strong expertise in Customer Care and order-to-cash operations , including customer inquiry management, service level management, operational performance, capacity planning, workload forecasting, productivity modelling, and KPI governance
P roven application of continuous improvement methodologies , including Lean, DBS, Kaizen, PSP, PDCA, Six Sigma, or similar frameworks, with the ability to translate operational challenges into process, training, system, data, workforce, and performance management solutions
Strong analytical, influencing, and leadership skills , with experience using operational data and KPIs to identify gaps, prioritize actions, and drive countermeasures across functions, regions, and organizational levels

Nice To Haves

Previous experience in regulated industries such as life sciences, diagnostics, medical devices, healthcare, manufacturing, or similar environments, with strong understanding of customer operations and compliance requirements
Hands-on experience with enterprise systems and digital capabilities, including SAP or other ERP platforms, Salesforce or other CRM/case management tools, Power BI/Tableau analytics, workflow automation, knowledge management solutions, AI-enabled tools, and broader digital transformation initiatives
Proven ability to build workforce planning models and learning & development programs for operational teams, while partnering cross-functionally with Sales, Commercial Operations, Supply Chain, Finance, IT, and Quality to resolve customer-impacting process and operational issues
Formal continuous improvement certification e.g. Lean, Six Sigma, or DBS

Responsibilities

Build and mature the Global Customer Care Business Optimization function, establishing a scalable global Centre of Excellence (CoE) and driving continuous improvement through structured intake, prioritization, execution, impact tracking, and sustainment
Establish and govern a standardized learning and development framework covering onboarding, role-based training, retraining, leadership development, policy/process deployment, and associate readiness
Own and continuously improve Global Customer Care standard work, SOPs, process playbooks, job aids, knowledge management practices, and process governance while leading global process standardization with appropriate regional and local flexibility
Partner with Danaher Business System leaders to embed Lean principles, problem solving, Kaizen, PDCA, process confirmation, daily management, and operational excellence practices across Customer Care operations.
Translate operational data into actionable staffing, training, and process improvement insights while partnering with Customer Care, Commercial, Sales, Supply Chain, Finance, IT, Quality, and regional teams to deliver measurable improvements in quality, productivity, service levels, process adherence, and customer experience
Collaborate with IT, Business Applications, Analytics, and cross-functional stakeholders to identify, implement, and drive adoption of automation, workflow, SAP, Salesforce, reporting, knowledge management, AI-enabled solutions, and other system enhancements through effective change management and business readiness