Sr. Director, Customer Operations & Support

Thermo Fisher Scientific • Grand Island, UT

7d

About The Position

As Senior Director, Customer Operations & Support for BPG, you will lead the global organization responsible for the customer-facing operational engine of our business—quoting, order entry, order management, and end-to-end process execution across regions and sites. Your mission is to deliver a high-quality, proactive, solution-oriented customer experience across the full lifecycle: pre-sales through Order-to-Remittance (OTR) and post-sales support. This role is both strategic and hands-on: you will standardize and modernize global processes and systems, elevate performance through metrics and root-cause problem solving, and represent Customer Operations & Support on the Commercial Operations leadership team to drive enterprise-wide initiatives aligned to BPG growth and customer outcomes.

Requirements

• Bachelor’s degree in an analytical field (operations management, engineering, sciences, business, finance) or equivalent experience.
• 10+ years in customer experience/customer operations leadership, including 4+ years with ERP/CRM and forecasting; understanding of how these connect to OTR, revenue recognition, contractual fulfillment, and SIOP
• Demonstrated success leading global teams and large-scale organizational change in complex environments
• Proven experience integrating and harmonizing business processes across functions/regions
• Strong analytical, organizational, and communication skills; high competence in MS Office tools
• Strong customer issue resolution and problem-solving track record
• Ability to operate effectively in a matrixed, complex organization
• Ability to travel up to 25%+- Internationally and Domestically

Nice To Haves

• Salesforce.com experience
• MBA or Master’s degree in an analytical field
• Project Management or Six Sigma certification
• Experience with PDSA, PM, and DMAIC methodologies

Responsibilities

• Global customer operations execution (delivery with consistency)
• Customer experience transformation (improve how we serve)
• Performance management & insights (run the business with data)
• Team leadership & capability building (scale leaders, not just activity)
• Commercial partnership & customer-facing leadership (voice of the customer ops engine)

Benefits

• 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, and 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees