Sr Director, Global Customer Services - (USA REMOTE)

SCIEX is hiring a Senior Director, Global Customer Service to lead its global customer service organization and make service a strategic advantage by improving customer experience, enabling commercial growth, and driving operational excellence. The role owns customer-facing quote-to-book operations, customer inquiry and case management, service and sales administration, contract administration, and performance across regions.

Responsibilities:

• Partner with the SVP, Global Commercial Operations to design and continuously improve the global customer service operating model and organization
• Codify standard work, best practices and reusable playbooks that raise performance consistently across regions
• Establish the governance, cadence and reporting rhythm that sustain performance across regions
• Lead global customer service operations spanning customer inquiries, order management, quoting and booking support, service and sales administration, contract administration and issue resolution
• Hold the organization accountable for the service levels and turnaround times that allow Sales and Service to close and fulfill business without friction
• Ensure contracts are executed and administered end to end, with rigorous tracking of key terms, entitlements, renewal dates and obligations across the contract lifecycle, escalating to Legal where genuinely required
• Develop insight into revenue leakage, including missed price escalations, unbilled entitlements and non-compliant or expired terms, and convert it into corrective action and growth opportunity
• Establish global standards, policies and service-level expectations for quoting, booking and contract execution
• Own and continuously improve the customer experience across critical customer service touchpoints, eliminating sources of customer effort, process complexity and operational friction
• Design and implement customer service metrics such as CSAT, CES and quote and order turnaround time that integrate with enterprise customer experience metrics and journey mapping, in partnership with the Global Service organization, to create one cohesive end-to-end view
• Implement customer listening and feedback mechanisms that translate insight into action
• Apply Danaher Business System principles to drive operational excellence, using Gemba, standard work, daily management and visual management to create accountability and sustain results
• Lead kaizen events and transformation initiatives that improve customer outcomes, reduce complexity and increase productivity
• Establish performance metrics and operating reviews that provide global visibility into customer service and quote-to-book performance
• Own and execute the global customer service technology and transformation roadmap, including CPQ, ERP and order-management systems
• Partner with IT, Digital, Data & Analytics and the Global AI Deployment team to implement automation, AI-enabled triage, self-service and analytics that improve both customer and associate experience
• Hold AI and automation capability to defined accuracy, adoption and defect standards before scaling
• Lead, develop and retain a high-performing global team across multiple regions and cultures, building capability, succession and an inclusive culture of continuous improvement
• Partner closely with Commercial, Service, Marketing, Finance, Legal, IT and regional leadership to ensure alignment across the customer journey and to support new product introductions and commercial programs
• Develop and manage the global customer service budget, driving productivity and cost efficiency while improving service performance

Requirements:

• Bachelor's degree in business, operations, engineering, life sciences, finance or a related analytical field
• 12 or more years of progressive leadership experience in customer service, customer operations, commercial operations or service operations, including leadership of a multi-region, global organization
• Demonstrated experience personally leading significant organizational change across multiple countries, including consolidation of regional teams into a global function, delivered on committed timelines and in partnership with Human Resources and Legal
• Proven experience executing a transformation plan and improving it through disciplined execution
• Deep operating knowledge of transactional service operations: intake and triage design, queue and tier structure, service-level construction, capacity planning and daily management
• Working knowledge of quote-to-book and order management processes, contract administration and the commercial terms that drive revenue recognition, entitlement and renewal
• Business-side ownership of a CRM, CPQ or ERP deployment affecting order or service processes, including responsibility through cutover and stabilization
• Demonstrated expertise in Danaher Business System, Lean, Six Sigma or a comparable formal continuous improvement system, applied hands-on
• Demonstrated ability to establish operational metrics, conduct root-cause analysis and implement countermeasures that produce measurable customer and business outcomes
• MBA or an advanced degree in operations management, engineering, finance or another analytical field
• Experience in life sciences, diagnostics, medical technology, analytical instrumentation or another regulated, capital-equipment or service-intensive industry with quarter-end revenue concentration
• Experience building or leading a center of excellence or shared-services organization
• Experience with employee consultation, works councils or comparable employee representation frameworks in EMEA
• Hands-on commercial contracting experience, including drafting, redlining and negotiation support
• Experience with Salesforce, CPQ, contract lifecycle management and AI-enabled service capabilities