Senior Director, Global Customer Care

Danaher • Deer Park, TX

24d • Onsite

About The Position

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Leica Biosystems , one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact . You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely , accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact. Learn about the Danaher Business Syste m which makes everything possible. The Senior Director, Global Customer Care provides strategic leadership and direction across the Global C ustomer C are Centre of Excellence , leading the team to delive r effective and efficient order - handling to invoice processes across our product portfolio. T he Senior Director is accountable for the performance and results of the global c ustomer c are function across multiple regions. This role oversees the Global Customer C are team, ensuring operational excellence and outstanding customer experience worldwide . The position reports to the VP of Global Sales Enablement and Operations, is based in Deer Park, IL, and is based on-site. In this role, you will have the opportunity to: Lead global Customer Care operations across Americas, EMEA and APAC, setting vision and driving strategy to deliver exceptional customer experience and advance cancer diagnostics worldwide. Provide executive leadership through managers of managers, ensuring functional performance and alignment with long-term business objectives . Shape and execute global business plans, influencing operational strategy and annual planning to achieve sustainable growth. Drive operational excellence in the Order-to-Invoice process, embedding best-in-class standards, process harmonization, and continuous improvement culture. Establish and monitor SLAs and KPIs, unlocking peak performance and ensuring measurable results across all regions. Champion digital transformation, integrating advanced tools and technologies to enhance efficiency and customer satisfaction globally. Build strategic partnerships with Commercial Stakeholders , Supply Chain, Finance, and IT, resolving complex challenges and creating seamless customer journeys through collaboration and innovation

Requirements

• BA/BS in Business Administration, Operations Management, or related field ; or equivalent years of experience
• Extensive global leadership ~ 15 years’ experience driving customer service and care operations across multi-site, complex organizations, ensuring operational excellence and superior customer experience.
• Track record of leading teams to manage end-to-end Order-to-Cash and Order-to-Invoice processes within highly regulated manufacturing and distribution environments, delivering efficiency and compliance at scale.
• Proven ability to lead geographically dispersed teams across multiple cultures and regions, fostering collaboration and alignment to achieve global business objectives , cross-functional projects and programs, with exceptional organizational skills to manage multiple priorities in dynamic, fast-paced environments.
• Track record of implementing enterprise-wide process improvement initiatives leveraging Lean, Six Sigma, and continuous improvement methodologies to optimize customer-facing operations and deliver measurable business impact.
• Deep expertise in ERP (SAP) and CRM platforms, enabling data-driven decision-making and streamlined global operations.
• Executive-level communication and presentation capabilities, adept at translating complex concepts into clear, compelling business strategies for senior stakeholders.
• Ability to travel approximately 25% of time, including overnight travel to global team sites across EMEA and APAC regions

Nice To Haves

• Industry specialization in Life Sciences, Medical Devices, and Diagnostics, with strong understanding of regulatory frameworks and quality standards.
• Experienced in deploying Danaher Business System (DBS) tools and embedding continuous improvement culture across global teams.
• An MBA or Advanced Degree

Responsibilities

• Lead global Customer Care operations across Americas, EMEA and APAC, setting vision and driving strategy to deliver exceptional customer experience and advance cancer diagnostics worldwide.
• Provide executive leadership through managers of managers, ensuring functional performance and alignment with long-term business objectives .
• Shape and execute global business plans, influencing operational strategy and annual planning to achieve sustainable growth.
• Drive operational excellence in the Order-to-Invoice process, embedding best-in-class standards, process harmonization, and continuous improvement culture.
• Establish and monitor SLAs and KPIs, unlocking peak performance and ensuring measurable results across all regions.
• Champion digital transformation, integrating advanced tools and technologies to enhance efficiency and customer satisfaction globally.
• Build strategic partnerships with Commercial Stakeholders , Supply Chain, Finance, and IT, resolving complex challenges and creating seamless customer journeys through collaboration and innovation

Benefits

• Leica Biosystems , a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.
• Check out our benefits at Danaher Benefits Info .
• We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Director