Director of Product Management & Global Operations
About The Position
The Director of Product Management & Global Operations defines and advances global capabilities that support consistent, scalable, and industry-leading service delivery across Thermo Fisher Scientific’s global service organization. The role oversees leaders responsible for Service Product Management, Service Platforms, and Global Technical Support, representing an organization of approximately 100 colleagues. The position establishes the strategy, governance, and operational frameworks for service excellence, including standardized processes, knowledge management, digital service platforms, technical support, escalation management, and service lifecycle governance. It works across Product Management, Engineering, Digital, Commercial, Quality, and Regional Service organizations so service teams worldwide have the tools, processes, knowledge, and capabilities to deliver strong customer outcomes. The role is based on-site in Tewksbury, Massachusetts, which is highly preferred. Remote candidates aligned to the Eastern Time Zone may be considered. Relocation assistance is not provided. Candidates must be legally authorized to work in the United States without sponsorship and pass a comprehensive background check, including drug screening. A bachelor’s degree in Business, Engineering, Life Sciences, or a related field is required; an MBA or master’s degree is preferred. The position requires 15 or more years of progressive leadership experience in global service organizations, technical support, customer success, or operational excellence.
Requirements
- Bachelor’s degree in Business, Engineering, Life Sciences, or a related field.
- 15+ years of progressive leadership experience in global service organizations, technical support, customer success, or operational excellence.
- Experience leading enterprise service capabilities within complex global matrix organizations.
- Demonstrated success building global operating models and scalable service capabilities.
- Strong understanding of service lifecycle management, technical support, knowledge management, and digital service technologies.
- Experience leading organizational transformation and enterprise change initiatives.
- Financial and operational management experience, including forecasting, investment prioritization, and productivity improvement.
- Must be legally authorized to work in the United States without sponsorship.
- Must be able to pass a comprehensive background check, including a drug screening.
Nice To Haves
- MBA or master’s degree.
- Remote candidates aligned to the Eastern Time Zone may be considered.
Responsibilities
- Define and execute global service capability strategy aligned with business growth objectives.
- Develop enterprise standards to improve service consistency, efficiency, and customer experience across regions.
- Build scalable operational frameworks to support growth and digital transformation.
- Establish governance for global service capabilities and operational excellence initiatives.
- Lead global governance of service lifecycle management from New Product Introduction through End-of-Life.
- Ensure global service readiness for new products, software, and technologies.
- Partner with Product Management and Engineering to establish supportability requirements early in product development.
- Standardize lifecycle planning, service documentation, training, spare parts readiness, and support models.
- Own the global knowledge management strategy for service engineers and technical support organizations.
- Develop standardized technical content, troubleshooting guides, repair procedures, and digital knowledge assets.
- Drive adoption of Knowledge-Centered Service principles and ensure service knowledge remains accurate, accessible, and continuously improved.
- Lead the global technical support organization responsible for advanced troubleshooting and issue resolution.
- Establish enterprise escalation governance for complex customer and product issues.
- Drive root cause analysis with Engineering, Quality, Manufacturing, and Product teams, and ensure lessons learned lead to improvements in products, documentation, and service processes.
- Lead strategy and adoption for global service platforms and digital service technologies.
- Partner with Digital and IT to define the future roadmap for service enablement platforms.
- Drive adoption of field service technologies, analytics, workflow automation, and AI-enabled service capabilities.
- Ensure platforms support efficient, standardized service execution globally.
- Build leadership capability across Service Product Management, Technical Support, Service Platforms, and Service Operations.
- Foster a collaborative, customer-focused culture emphasizing accountability, innovation, and continuous improvement.
- Champion organizational development, succession planning, and talent growth across the global service capability organization.
Benefits
- Competitive remuneration and annual incentive plan bonus scheme.
- Healthcare benefits.
- Company 401(k) retirement savings plan.
- 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 of paid time off and 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 coverage in accordance with company policy.
- Employees’ Stock Purchase Plan (ESPP), with eligible colleagues able to purchase company stock at a discount.
- Career and development prospects.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
