Global Director, Customer Operations & Support — Transform & Lead

ThermoFisher Scientific; Logan (UT); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

401(k) with company match

Employee Stock Purchase Plan

Relocation assistance

Comprehensive health plans

Job summary

Thermo Fisher Scientific is seeking a Director, Customer Operations & Support (CO&S) to lead the global customer operations organization for the Single-Use Technologies Division within the BioProduction Group. You will own end-to-end customer experience from order management to fulfillment, leading a distributed team of ~60 colleagues.

This transformational role requires an enterprise mindset, vision, and capability to drive operational excellence, talent development, and process modernization

Qualifications

• Bachelor's degree in business, operations, engineering, science, supply chain, finance, or a related field.
• 10+ years of progressive leadership experience in customer operations, customer service, order management, supply chain, operations, or related function.
• Demonstrated success leading geographically distributed teams and building high-performing organizations.
• Proven record of transformational change, operational excellence, and process standardization.
• Experience with CRM, ERP, and SIOP-related processes; Salesforce and Oracle experience preferred.

Responsibilities

• Set and execute the global SUD CO&S strategy in alignment with business unit and BPG priorities.
• Own customer operations across order management, shipment readiness, proactive communication, issue management, and fulfillment barriers.
• Build a high-performance culture grounded in customer ownership, accountability, continuous improvement, digital fluency, inclusion, and learning.
• Lead cross-functional collaboration across Commercial, Supply Chain, Operations, Planning, Procurement, Engineering, Quality, Finance, Digital, and business leaders.
• Represent CO&S on the extended SUD leadership team and communicate performance, risks, corrective actions, and resource needs.

Skills

Leadership

Data-driven decisions

Executive communication

Influencing skills

Education

Bachelor's degree (business/engineering/science/supply chain)

MBA or master's degree (preferred)

Tools

Salesforce

Oracle

CRM

ERP

SIOP processes

Job description

Thermo Fisher Scientific is seeking a Director, Customer Operations & Support (CO&S) to lead the global customer operations organization for the Single-Use Technologies Division within the BioProduction Group. You will own end-to-end customer experience from order management to fulfillment, leading a distributed team of ~60 colleagues.

This transformational role requires an enterprise mindset, vision, and capability to drive operational excellence, talent development, and process modernization