Global Customer Service GPO

The (Sr. Director or Director), Global Customer Care Process Lead serves as the Global Process Owner (GPO) for Customer Service and Customer Technical Support, setting the strategic direction, governance, and continuous improvement of end-to-end processes across a diverse clinical diagnostics and life science portfolio, with strong integration of Customer Service & Customer Technical Support processes, tools, escalation paths, technical inquiry handling, and case-resolution workflows to ensure consistent, high-quality customer outcomes. Operating across 37 countries with $2.5B in revenue, this director-level role ensures customer-facing processes are harmonized, compliant, scalable, and able to deliver a superior customer experience in a highly regulated, reliability-critical environment. The role also evaluates Customer Service organizational design, operating model effectiveness, role clarity, regional alignment, spans of control, and capability requirements — leading global organizational work to assess current-state structures, define future-state global and regional operating models, align roles and decision rights, and support organizational changes that enable consistent execution across countries. This includes assessing the global Order Entry structure and identifying system enhancements, including AI-enabled capabilities, to standardize processes and tools while meeting region-specific requirements. How You’ll Make an Impact: 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.