Global Director Customer Care

ThermoFisher Scientific; Tewksbury (MA); On-site; USD 136,000 - 204,000; Full time

Benefits offered by this job

Health, dental, vision plans

Paid time off 120 hours + holidays

Parental leave (3 weeks) + caregiver/8

401(k) retirement plan

Employee stock purchase plan

Job summary

Thermo Fisher Scientific is seeking a Director of Customer Service to lead Global Business Services Customer Care operations, guiding high-performing teams and cross-functional partners to achieve service excellence. You will drive engagement strategies, analytics, and scalable solutions for growth, while aligning with revenue opportunities and leadership goals.

You will shape future operations by setting standards, optimizing processes, and leading transformational initiatives across the

Qualifications

• Advanced degree plus 6+ years in senior management leading customer service operations in a shared services environment
• Experience leading and developing managers in a customer care environment
• Experience developing multi-channel customer contact strategies (human, technical, digital)
• Proven ability to influence and develop senior leadership and executives
• Experience managing budgets and operational metrics
• Experience creating and executing business continuity plans
• Fluency in English (verbal and written)

Responsibilities

• Lead and enhance Global Business Services Customer Care operations to deliver service excellence
• Develop and guide high-performing teams across multiple channels
• Collaborate with cross-functional partners to develop customer engagement strategies
• Drive improvements in customer satisfaction and operational efficiency
• Establish performance standards and develop talent while balancing employee, customer, financial, and regulatory goals

Skills

Travel willingness

Executive leadership

Cross-functional collaboration

Customer service strategy

Analytical excellence

Presentation to executives

Education

Advanced degree

Bachelor's degree

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:

As Director of Customer Service, you will lead and enhance our Global Business Services (GBS) Customer Care operations to deliver exceptional service excellence. In this strategic leadership role, you'll develop and guide high-performing teams across multiple channels while improving customer satisfaction and operational efficiency. Working collaboratively with cross-functional partners, you'll develop and execute customer engagement strategies that enhance the Thermo Fisher customer experience.

You'll uphold our service excellence values while fostering an environment of continuous improvement through analytics, feedback gathering, and innovation. This role offers the opportunity to guide change initiatives, optimize organizational structures, and build scalable solutions for future growth. You'll also identify revenue opportunities and collaborate with divisional sales leads on growth strategies.

Your leadership will be essential in establishing performance standards, developing talent, and ensuring balanced achievement of employee, customer, financial, and regulatory goals. You'll evaluate and enhance business processes, implement technology solutions, and assess operations against industry standards to maintain our strong market position.

REQUIREMENTS

• Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 8 years of experience in senior management leading customer service operations in a shared services environment
• Preferred Fields of Study: Business Administration or related field
• Strong track record of leading and developing managers in a customer care environment
• Experience developing and implementing multi-channel customer contact strategies (human, technical, digital)
• Demonstrated success in meeting balanced business objectives (employee, customer, financial)
• Proven ability to influence and develop senior leadership and executives
• Experience leading large-scale operational changes and improvement initiatives
• Strong technology orientation with ability to drive systems implementation
• Experience managing budgets and operational metrics
• Expertise in building and optimizing organizational structures
• Track record of developing and implementing best practices
• Experience creating and executing business continuity plans
• Proficiency in developing and delivering executive-level presentations
• Fluency in English (verbal and written)
• Ability to work independently and lead distributed teams
• Strong relationship building skills with internal/external partners
• Travel required

Compensation and Benefits

The salary range estimated for this position based in Massachusetts is $136,100.00–$204,125.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.