Director, Customer Operations & Support
About The Position
When you are part of Thermo Fisher Scientific, you will do meaningful work that makes a positive impact on a global scale. Join colleagues who bring our Mission to life by enabling our customers to make the world healthier, cleaner and safer. Position Summary The Director, Customer Operations & Support (CO&S) leads the global customer operations organization for the Single-Use Technologies Division (SUD) as part of the BioProduction Group (BPG). This role is accountable for the end-to-end customer experience across order management, shipment readiness, issue resolution, and customer support while leading a geographically distributed organization of approximately 60 colleagues. This is a transformational role for an enterprise-minded leader who can set a compelling vision, challenge the status quo, and translate strategy into disciplined execution. The Director will build a culture of operational excellence, develop talent, modernize processes, and partner across functions to improve customer loyalty, productivity, scalability, and business performance.
Requirements
- Bachelor's degree in business, operations, engineering, science, supply chain, finance, or a related field, or equivalent experience.
- 10+ years of progressive leadership experience in customer operations, customer service, order management, supply chain, operations, or a related function.
- Demonstrated success leading geographically distributed teams, developing leaders, and building high-performing organizations.
- Proven record of transformational change, operational excellence, and process standardization.
- Strong data-driven decision-making, executive communication, and influencing skills in a complex matrix organization.
- Experience with CRM, ERP, and SIOP-related processes; Salesforce and Oracle experience preferred.
- Ability to travel up to 25-30%.
Nice To Haves
- MBA or master's degree.
- Lean, Six Sigma, project management, or change management certification.
- Experience in life sciences, bioproduction, manufacturing, regulated industries, or digital customer operations transformation.
Responsibilities
- Set and execute the global SUD CO&S strategy in alignment with business unit and BPG priorities.
- Own customer operations across order management, shipment readiness, proactive communication, critical issue management, and resolution of fulfillment barriers.
- Build a high-performance culture grounded in customer ownership, accountability, continuous improvement, digital fluency, inclusion, and learning.
- Lead, coach, and develop teams across the United States and United Kingdom, including talent selection, succession, and capability building.
- Standardize processes, roles, operating rhythms, and decision rights across locations where possible; identify opportunities to simplify, automate, digitize, and scale work.
- Lead process, technology, and operating-model transformation while maintaining or enhancing customer continuity and employee engagement.
- Utilize clear performance metrics and tiered reviews, using data, root-cause analysis, CAS feedback, and corrective actions to improve customer and business outcomes.
- Partner across Commercial, Supply Chain, Operations, Planning, Procurement, Engineering, Quality, Finance, Digital, and business leaders to remove barriers, improve customer and revenue predictability, and enable commercial execution.
- Lead cross-functional initiatives and hold teams and partners accountable for commitments and performance.
- Represent CO&S on the extended SUD leadership team and communicate performance, risks, corrective actions, and resource needs.
Benefits
- Competitive compensation and annual incentive opportunity
- Benefits beginning on day one
- 401(k) with company match
- Employee Stock Purchase Plan
- Career development in a global organization
- Relocation assistance where approved and applicable
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement
- At least 120 hours paid time off (PTO)
- 10 paid holidays annually
- Paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave)
- Accident and life insurance
- Short- and long-term disability in accordance with company policy
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
- Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
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What This Job Offers
Job Type
Full-time
Career Level
Director
