Global Customer Service Process Owner

Blueprint Genetics; Espoo; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Bonus program

Extensive occupational healthcare

Sports & wellbeing benefit

On-site gym membership

Team events & office parties

Job summary

Blueprint Genetics, a Quest Diagnostics company, seeks a Global Customer Service Process Owner to define, govern, and improve end-to-end processes across regions. Based in Keilaniemi, Espoo, you will work with regional managers and cross-functional teams to drive standardization and continuous improvement.

You will monitor KPIs, SLAs, and customer experience, while driving automation and system development. Strong communication in English is essential; Finnish is preferred.

Qualifications

• Bachelor’s degree in Business Administration, Life Sciences, or a relevant field.
• 5+ years in customer service, operations, or process management.
• Experience in global or multi-regional operations and cross-functional teams.
• Proven track record in process improvement and change management.
• Experience with CRM platforms (Salesforce, Service Cloud) and data reporting.
• Strong KPI development and performance tracking knowledge.
• Excellent communication and stakeholder management skills.
• English fluency; Finnish language skills preferred.

Responsibilities

• Own, govern, standardize, and improve end-to-end customer service processes across regions.
• Collaborate with regional managers and cross-functional teams to ensure alignment.
• Define and monitor KPIs, SLAs, and performance metrics.
• Drive automation, digitalization, and system development initiatives.
• Provide training and guidance on global processes and best practices.
• Ensure regulatory compliance and alignment with policies.
• Own account setup processes and global policy alignment.
• Create and review customer communication templates.

Skills

Process ownership

Global operations

CRM systems

Data analysis

Project management

Stakeholder management

Communication skills

English proficiency

Finnish preferred

Education

Bachelor's degree

Life Sciences / Business

Tools

Salesforce

Service Cloud

Job description

Are you passionate about customer service, process development, and operational excellence? Do you want to play a key role in developing global customer service operations in a leading life sciences and healthcare organization? If so, we’d love to hear from you.

Blueprint Genetics, a Quest Diagnostics company, is a clinical genetic testing company aspiring to bring genetic knowledge to mainstream healthcare. We want to improve the lives of individuals and families impacted by inherited diseases. We are now looking for a highly motivated, structured, and proactive professional to join our global customer service organization as a Global Customer Service Process Owner. This is a full-time, permanent position based in our Keilaniemi, Espoo office.

We are looking for you, who wants to make a difference

We work with hundreds of clinics around the globe, and the quality of our genetic testing has been praised by many of the world’s best medical centres. We are committed to providing clinicians, and their patients, with comprehensive and high-quality tools and resources for diagnostics of genetic conditions. Our Global Customer Service organization has a pivotal role in this quest.

As the Global Customer Service Process Owner, you will have a key role in ensuring that our customer service processes are consistent, scalable, efficient, and aligned with both customer needs and business objectives across regions. You will work closely with customer service teams and a wide range of cross-functional stakeholders to develop global processes, drive continuous improvement, and support a consistent customer experience.

You will be part of a global and multicultural organization, collaborating with colleagues across Finland, Canada, the United States, and other regions. This role offers an excellent opportunity to influence how customer service operates globally and to contribute to the development of processes, systems, and ways of working in a growing organization.

Job description

As the Global Customer Service Process Owner, you will be responsible for defining, governing, standardizing, and continuously improving end-to-end customer service processes across all regions. You will ensure that processes support organizational goals, regulatory requirements, operational efficiency, and an excellent customer experience.

You will act as the primary point of contact for global customer service process-related topics and work closely with regional customer service managers and cross-functional teams to ensure consistent implementation and continuous development.

Your daily work will consist of:

• Owning and governing global customer service processes, policies, SOPs, and work instructions
• Driving process standardization, continuous improvement, and change management across regions
• Collaborating with regional teams to implement and continuously improve global processes
• Defining and monitoring KPIs, SLAs, and other performance metrics
• Identifying improvement opportunities based on customer feedback, non-conforming event data, and business needs
• Driving automation, digitalization, and system development initiatives
• Defining business requirements for customer service-related systems and software development
• Providing training, guidance, and support on global processes and best practices
• Ensuring compliance with regulatory requirements and company policies
• Owning the Blueprint Genetics account setup process and ensuring global alignment
• Collaborating with cross-functional teams to align policies, procedures, and resolve process-related issues
• Creating and reviewing customer communication templates related to customer service processes

You will work closely with regional customer service managers and stakeholders across the organization, including order processing, production, logistics, billing, sales, and product management. The role reports to Senior Manager of Operations Support, and is part of Global Client Services team.

Qualifications

We are looking for a proactive and self-driven professional who enjoys developing processes, solving problems, and collaborating across functions and regions. You are organized, analytical, and comfortable taking ownership of projects and driving change in a fast-paced and evolving environment.

Our ideal team member has:

• A Bachelor’s degree in Business Administration, Life Sciences, or a relevant field
• 5+ years of experience in customer service, operations, process management, or a related field
• Experience in global or multi-regional operations and cross-functional, multicultural environments
• Proven experience in process improvement, implementation, and change management
• Experience with CRM and customer service platforms, such as Salesforce and Service Cloud
• Strong data analysis and reporting skills, particularly with Salesforce and MS Excel
• Knowledge of KPI development, performance tracking, customer experience, and relevant regulatory requirements
• Strong project management, organizational, prioritization, and problem-solving skills
• Excellent communication, presentation, stakeholder management, and influencing skills
• Strong process mapping and documentation skills, with the ability to create clear procedures and work instructions
• Proactive, hands‑on approach with strong attention to detail
• Excellent verbal and written communication skills in English. Finnish language skills preferred.
• Lean/Six Sigma, shared services, or digital transformation experience is considered an asset

What we offer

At Blueprint Genetics you’ll be a part of a team driven by a meaningful purpose – making a real difference by improving the lives of patients and families affected by inherited diseases. We offer you a friendly, flexible, and multicultural work environment with great people from different fields of expertise.

You will have the opportunity to take ownership of global customer service processes and make a tangible impact on how our organization operates across regions. You will work in a highly collaborative and evolving environment where you can influence ways of working, develop your expertise, and collaborate with colleagues across the organization and around the world.

Our employee benefits include participation in performance-based bonus payment system, extensive occupational healthcare, sports, culture & wellbeing benefit, mental wellbeing with Auntie, on-site gym membership, team events & office parties.

If you are excited about combining customer service, process development, data, and cross‑functional collaboration to improve the customer experience globally, we would love to hear from you.

Who we are

Blueprint Genetics is a Quest Diagnostics company. Quest Diagnostics, A Fortune 500 company, is the world’s leading provider of diagnostic information services. www.questdiagnostics.com