Senior Director, Customer Experience

Bio-Techne • Minneapolis, MN

3d

About The Position

By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide. Pay Range: $176,300.00 - $289,700.00 Bio-Techne is a global leader in life science tools and technologies, empowering researchers, clinicians, and innovators to accelerate scientific breakthroughs and improve human health. Our portfolio fuels advancements in genomics, proteomics, cell biology, and diagnostics—and we are equally committed to delivering an extraordinary customer experience that matches the impact of our science. At Bio-Techne, every interaction matters, and every customer touchpoint is an opportunity to advance discovery. Position Overview We are seeking a visionary Director of Global Customer Experience & Support to elevate and unify our worldwide Customer Service and Technical Support operations. This leader will architect an exceptional end-to-end customer journey, champion operational excellence, and drive measurable improvements in satisfaction, loyalty, and service innovation. In this role, you will guide global teams, shape customer experience strategy, and collaborate across the business to create seamless, frictionless, and delight-driven interactions at every stage—from pre-sales consults to post-purchase technical resolution. You will be the voice of the customer and the catalyst for continuous improvement across Bio-Techne.

Requirements

• Bachelor’s degree (advanced degree preferred) in Life Sciences, Business, or a related discipline.
• 12+ years of progressive customer service or technical support leadership experience, ideally within the life sciences sector.
• 7+ years of progressive people leadership experience, ideally within a global and high-matrixed organization.
• Demonstrated success managing global teams and driving measurable improvements in customer experience.
• Strong understanding of life sciences workflows and customer needs.
• Exceptional communication, leadership, and change-management skills.
• Expertise with CRM systems, digital support tools, and data-driven decision-making.
• Deep customer-first mindset.
• Strong operational discipline with a passion for process optimization.
• Ability to lead effectively in a global, matrixed environment.
• Analytical thinker with a drive for continuous improvement and innovation.

Responsibilities

• Lead, inspire, and grow high-performing global Customer Service and Technical Support teams.
• Develop a culture of accountability, innovation, empathy, and excellence across all regions.
• Align regional operations with Bio-Techne’s global strategy, ensuring a cohesive and consistent customer experience.
• Oversee world-class operations for order management, customer inquiries, and technical troubleshooting.
• Strengthen and exceed SLAs for response and resolution times.
• Implement intelligent escalation pathways for complex issues to ensure rapid, high-quality support.
• Lead process improvements that enhance scalability, efficiency, and operational resilience.
• Harness data, analytics, and customer feedback to identify trends, implement improvements, and proactively resolve friction points.
• Maintain strict adherence to global regulatory and quality standards.
• Own key customer satisfaction metrics—including NPS, CSAT, and Customer Effort Score—and drive year-over-year improvement.
• Design and implement initiatives to reduce customer effort and increase first-contact resolution.
• Partner with commercial teams to ensure seamless transitions throughout the customer lifecycle.
• Collaborate closely with Sales, Marketing, Product Management, Operations, and Quality to embed the customer perspective into business planning.
• Represent Customer Experience and Support in strategic discussions, helping shape company-wide initiatives that impact customer touchpoints.

Benefits

• We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.
• We invest in our employees’ financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.
• We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.
• We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
• We offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.
• We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees