Remote Global Customer Service Process Leader

Bio-Rad Laboratories, Inc; California (MO); Remote; USD 179,000 - 247,000; Full time

Benefits offered by this job

Competitive medical plans

Free HSA funds

Fertility offering with stipend

Group life and disability

Paid parental leave

401k plus profit sharing

Employee stock purchase program

Mental health platform

Learning and development opportunities

Education benefits

Student debt relief program

Pet insurance

Wellness challenges and support

Paid time off

Employee Resource Groups

Job summary

Bio-Rad Laboratories, Inc. is seeking a Sr. Director or Director, Global Customer Care Process Lead to serve as the Global Process Owner for Customer Service and Customer Technical Support.

This role drives end-to-end process governance, improvements, and consistency across 37 countries with a $2.5B revenue portfolio, ensuring compliant, scalable, and superior customer experiences. The role will evaluate organizational design, operating models, and capability needs, leading global work to define

Qualifications

• Bachelor’s degree required in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field.
• Experience and skills in systems requirements including AI, and organizational design.
• Lean / Six Sigma certified.
• Deep knowledge in Customer Service from previous global role and responsibility.

Responsibilities

• Partner with GCO Commercial Training to develop and deploy training materials, SOPs, and toolkits for new processes and systems across 37 countries.
• Lead structured change management, stakeholder engagement, and adoption strategies to ensure consistent global execution of process standards and transformation priorities.
• Foster a culture of process discipline and customer-centricity within the global customer service community.

Skills

AI experience

Organizational design

Lean Six Sigma

Customer service knowledge

Education

Bachelor’s degree

Master’s degree

Job description

Bio-Rad Laboratories, Inc. is seeking a Sr. Director or Director, Global Customer Care Process Lead to serve as the Global Process Owner for Customer Service and Customer Technical Support.

This role drives end-to-end process governance, improvements, and consistency across 37 countries with a $2.5B revenue portfolio, ensuring compliant, scalable, and superior customer experiences. The role will evaluate organizational design, operating models, and capability needs, leading global work to define