Global Customer Service Leader — Remote
SCIEX
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Job summary
SCIEX is seeking a Senior Director, Global Customer Service to lead our worldwide customer service organization. The role focuses on turning customer experience into a strategic advantage, improving service levels, and enabling commercial growth across the Americas, EMEA and Asia time zones.
The role reports to the Senior VP, Global Commercial Operations and involves partnering with multiple functions to shape strategic initiatives, governance, and performance metrics while driving cost
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 operations, including multi-region/global leadership.
- Demonstrated experience leading organizational change across countries.
- Experience executing a transformation plan with disciplined execution.
- Knowledge of transactional service operations and contract lifecycle management.
Responsibilities
- Lead global customer service operations across inquiries, order management, quoting and booking.
- Ensure contracts are executed end to end with tracking of terms and renewals.
- Identify revenue leakage and implement corrective actions.
- Design and implement customer service metrics linked to customer experience.
- Drive operational excellence using lean and Kaizen methodologies.
- Oversee technology roadmap including CPQ, ERP, and order management systems.
Skills
Education
Tools
Job description
SCIEX is seeking a Senior Director, Global Customer Service to lead our worldwide customer service organization. The role focuses on turning customer experience into a strategic advantage, improving service levels, and enabling commercial growth across the Americas, EMEA and Asia time zones.
The role reports to the Senior VP, Global Commercial Operations and involves partnering with multiple functions to shape strategic initiatives, governance, and performance metrics while driving cost
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