Manager, Customer Care

Danaher Corporation•Deer Park, IL

2d•$115,000 - $130,000•Onsite

About The Position

The Manager, Customer Care is responsible for leading a high-performing Customer Care team and end‑to‑end service operations throughout the order-invoice process across our core portfolio. This role drives service excellence, quality and compliance, visual daily management, and continuous improvement to meet SLAs and elevate customer satisfaction. This position reports to the Senior Manager, Customer Care and is part of the Global Customer Care Centre of Excellence (CoE) located in Deer Park, IL, and will be an on-site role.

Requirements

Bachelor's Degree with 3-5 years’ experience leading a team in in a customer care organization OR Associate’s Degree with 2-3 years’ of Danaher experience leading a team
Proven experience managing customer orders throughout the order lifecycle, including order entry, backlog management, and issue resolution with equivalent years of experience leading, developing, and performance management of a team including ownership of the annual associate performance reviews
Strong process orientation including order-to-invoice processes, customer escalations, and dispute management while maintaining a focus on delighting customers
Proactive and agile approach capable of working autonomously, demonstrating strong critical thinking skills to effectively address challenges within tight deadlines.
Experience presenting and collating, drawing insights from operational data via visual management, tracking and measuring KPI, and running daily management processes
Experience using reporting and data analysis tools to identify trends and drive process improvements

Nice To Haves

Life Sciences, Medical Devices, or Diagnostics industry with understanding of regulatory requirements
Danaher Business System (DBS) tools and continuous improvement methodologies
Proficiency with SAP (ERP) for order management, invoicing, and returns
Understanding, utilizing, and implementing technology (such as OCR, AI, EDI, WalkMe) to improve order process efficiency and speed time to associate impact
Proven experience managing customer orders throughout the order lifecycle in a global environment (EMEA)

Responsibilities

Lead and develop a team of Senior Customer Care Specialists, and Customer Care specialists who are responsible for processing global customer orders for multiple regions. Working alongside your CoE Colleagues in the Regional Customer Care teams across EMEA.
Responsible for strategic oversight of backlog, past-due orders, and overall order management activities, utilizing data-driven analysis and cross-functional engagement to optimize order flow, improve on-time delivery performance, and enhance customer experience.
Accountable for daily service operations and visual management (QDIP/Daily Management) coordinating work allocation, ensure the teams run huddles, track KPIs, and implement countermeasures. Ensure activities and tasks are prioritized by priority and customer readiness. Manage operational data through visual management, KPI tracking and measurement, and daily management processes.
Accountable for end-to-end standard work compliance across order-to-invoice, returns, complaint handling, and dispute management, making improvements and recommendations where necessary. Manage and resolve complex escalations and customer disputes implementing countermeasures as necessary; collaborate with Sales, Service, Finance, Logistics, and Credit to resolve issues and protect customer experience.
Ensure that the team are resourced to serve the needs of the commercial organization, through effective workforce planning, and capacity management. Accountable for hiring, onboarding, performance management and career development, mentor and coach team members; provide guidance in problem resolution, professional interactions to ensure excellent customer care across multiple channels.
Driving continuous improvement using DBS tools (Standard Work, Kaizen, PSP, 5S); remove process bottlenecks, reduce cycle time, and improve quality. Lead cross-functional projects (e.g., e-commerce, phone conversion, telephony changes, policy updates) that enhance service delivery. Develop and deliver operational reports and insights to leadership; oversee root cause analysis and implement corrective actions for recurring issues.