Global Customer Experience & Process Leader

Bio-Rad Laboratories; Los Angeles (CA); Remote; USD 179,000 - 247,000; Full time

Benefits offered by this job

Competitive medical plans

HSA funds

Parental leave

Employee stock purchase program

Job summary

Bio-Rad Laboratories is seeking a Sr. Director/Director, Global Customer Care Process Lead to serve as the Global Process Owner for Customer Service and Customer Technical Support.

The role sets strategic direction, governance, and CI for end-to-end processes across a broad life sciences portfolio, ensuring compliance and scalable, high-quality customer outcomes remotely across the U.S. You will evaluate organizational design, operating models, and capabilities, align regional structures, and

Qualifications

• Education: Bachelor's degree in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field; Master's preferred.
• Experience and skills in systems requirements including AI, and organizational design.
• Lean / Six Sigma certified.
• Deep knowledge in Customer Service and from previous global role and responsibility.

Responsibilities

• Partner with GCO Commercial Training to develop and deploy training materials, SOPs, and toolkits across 37 countries.
• Lead structured change management and adoption strategies to ensure global execution of process standards.
• Foster a culture of process discipline and customer-centricity within the global customer service community.

Skills

Lean / Six Sigma

AI experience

Organizational design

Customer Service knowledge

Stakeholder management

Education

Bachelor's degree in Business/Operations/Engineering/Life Sciences

Master's degree preferred

Job description

Bio-Rad Laboratories is seeking a Sr. Director/Director, Global Customer Care Process Lead to serve as the Global Process Owner for Customer Service and Customer Technical Support.

The role sets strategic direction, governance, and CI for end-to-end processes across a broad life sciences portfolio, ensuring compliance and scalable, high-quality customer outcomes remotely across the U.S. You will evaluate organizational design, operating models, and capabilities, align regional structures, and