Global Customer Service Transformation Leader (Remote)

SCIEX; Middleburg Heights (OH); Remote; USD 230,000 - 250,000; Full time

Job summary

SCIEX is seeking a Senior Director, Global Customer Service to lead the global customer service organization. You will own the quote-to-book experience, customer inquiries and contract administration across the full lifecycle, partnering with Commercial Operations to drive revenue and service excellence.

You will build a high‑performing, geographically diverse team, deploy CPQ/ERP tools, and apply Danaher Business System, Kaizen and daily management to improve CSAT, reduce cycles, and capture

Qualifications

• Bachelor's degree in business, operations, engineering, life sciences or related analytical field.
• 12+ years of progressive leadership experience in a multi-region, global organization.
• Experience leading significant organizational change across multiple countries.
• Proven experience executing a transformation plan with disciplined execution.
• Deep operating knowledge of transactional service operations: intake/triage, queue/tier structure, SLA construction, capacity planning, daily mgmt.
• Knowledge of quote-to-book, order management, contract administration and revenue recognition terms.
• CRM/CPQ/ERP deployment experience; Hands-on with contracts lifecycle mgmt.
• Danaher Business System, Lean or Six Sigma experience; continuous improvement ownership.
• Ability to travel domestically and internationally.

Responsibilities

• Lead global CS operations spanning inquiries, orders, quoting and contract administration.
• Improve service levels and turnaround times to enable Sales and Service revenue.
• Develop and manage the global CS budget, driving productivity and cost efficiency.
• Drive transformation using Danaher Business System and Kaizen events.
• Lead a high‑performing global team across regions and cultures.

Skills

Global leadership

Change management

Operational excellence

Danaher Business System

Executive leadership

Education

MBA or advanced degree

Tools

Salesforce

CPQ

ERP

Job description

SCIEX is seeking a Senior Director, Global Customer Service to lead the global customer service organization. You will own the quote-to-book experience, customer inquiries and contract administration across the full lifecycle, partnering with Commercial Operations to drive revenue and service excellence.

You will build a high‑performing, geographically diverse team, deploy CPQ/ERP tools, and apply Danaher Business System, Kaizen and daily management to improve CSAT, reduce cycles, and capture