Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer.
Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or the development and manufacture of life-changing therapies, we are here to support them.
Our global team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.
The role :
The effectiveness, scope, and depth of our Service and Support teams have, and will continue to be, a competitive advantage for the company.
The core strategy of our customer-facing teams across the company is to make it easier for our customers to do business with us.
As Customer Care Service Centre of Excellence (CoE) we Simplify the Customer Journey and Unlock Organizational Scale by building a Shared Entry Platform into the Thermo Fisher service organizations by aligning our operating mechanism and defining a gold standard within the company.
We thrive for aligned and connected global processes, systems, and teams to cater to our Divisions Customer's clinical and strategic needs.
enables strategy implementation and Playbooks for process alignments across the remote teams, hand in hand with the Global Service and Support Division leaders.
As the Senior Manager for Business Transformation for Customer Care Service CoE, you will be responsible to understand our customers' needs and provide the strategic direction and guidance to define a global standard for how we deliver service and value to our customers pre-and post-sale across multiple businesses, geographies and in numerous languages worldwide.
This role is accountable for all Customer Experience Measurements and Methodology for Customer Care Service CoE.
The successful candidate will report directly to the Director of Business Transformation, Customer Care Service CoE.
This is a US Remote position candidate can be located anywhere in the US. Ability to travel domestically and internationally approximately 25% of the time.
What you will do :
Key responsibilities include the facilitation of the development of the overall Customer Experience Measurement and Workforce Management.
Deploying and aligning critical metrics, performance dashboards, Tier governance, and Workforce Management as well various projects across the globe and across the different service businesses to ensure strong and aligned service delivery of support for internal and external customers in alignment with matrixed functions.
Key requirements and tasks :
Improving Customer success rate while establishing performance cadence. Has a deep understanding of the customer support needs across various markets that Thermo Fisher serves to drive Workforce Management to the service organizations.
Operational Excellence : Drive standardization, harmonization across service businesses to ensure accountability at all levels of the organization through data, process, and metrics which will be accomplished through close partnership with IT, service functions, and business analysts Project Management : Experience as leading successful projects through industry-recognized, best in class project management standards.
What we need from you :
At Thermo Fisher Scientific, each one of our 100,000 outstanding minds has a unique story to tell. Join us and contribute to our singular mission enabling our customers to make the world healthier, cleaner, and safer.