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. Leadership Profile The ideal candidate is a visible, inclusive, and courageous leader who creates belief in a better future state and mobilizes teams to achieve it. They combine strategic thinking with a bias for action, bring clarity to ambiguity, challenge the status quo, develop strong leaders, and hold the organization accountable for sustainable results. They model Thermo Fisher Scientific values of Integrity, Intensity, Innovation, and Involvement.
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
