Global Customer Service Director: Strategy & Growth

SCIEX; Detroit (MI); Remote; USD 230,000 - 250,000; Full time

Job summary

SCIEX, a Danaher company, seeks a Senior Director of Global Customer Service to lead the worldwide customer service organization. You will drive the quote-to-book process, contract administration, and revenue enablement while ensuring high service levels and customer satisfaction across Americas, EMEA, and Asia time zones.

You will partner with senior leaders to design the global operating model, codify best practices, and implement AI-enabled tools to improve efficiency.

Qualifications

• Bachelor's degree in business, operations, engineering, life sciences, finance or a related analytical field.
• 12+ years of progressive leadership experience in customer service or related operations.
• Experience leading transformational change across multiple countries with on-time delivery.
• Knowledge of transactional service ops, queues, SLAs, capacity and daily management.
• Proven ownership of CRM, CPQ or ERP deployments affecting order/service processes.
• Experience with Lean, Six Sigma or similar continuous improvement system.

Responsibilities

• Lead global customer service operations across regions and time zones.
• Own quote-to-book, contract administration and revenue enablement.
• Establish global standards, policies and service-level expectations.
• Improve customer experience with measurable CSAT/CES metrics.
• Drive DANaher Business System principles and continuous improvement.

Skills

Leadership experience

Change management

Operational metrics

CRM/CPQ/ERP experience

Lean Six Sigma

Travel ability

Education

Bachelor's degree in business, operations, engineering, life sciences, finance or a related analytical field

Tools

Salesforce

CPQ

Contract lifecycle management

Job description

SCIEX, a Danaher company, seeks a Senior Director of Global Customer Service to lead the worldwide customer service organization. You will drive the quote-to-book process, contract administration, and revenue enablement while ensuring high service levels and customer satisfaction across Americas, EMEA, and Asia time zones.

You will partner with senior leaders to design the global operating model, codify best practices, and implement AI-enabled tools to improve efficiency.