The Associate Vice President, Enterprise Customer Services leads the strategy, solutioning, delivery, and continuous improvement of enterprise-level service programs and projects for our strategic customers in the Americas Region. Reporting to the Vice President, Americas Customer Service Organization, this role is accountable for customer outcomes, contract performance, service quality, and operational excellence across assigned geographies and/or customer segments, partnering closely with Sales, Services Delivery, Operations, Contracting, Product Marketing and Finance to deliver a differentiated, scalable customer experience.
Set enterprise customer service strategy aligned to company priorities, translating customer needs into scalable service offerings and comprehensive solutions, operating standards, and measurable outcomes.
Lead cross-functional account/service teams to plan and execute program delivery, including service coverage models, escalation paths, communications cadence, and risk management.
Drive operational excellence through standard work, process optimization, and continuous improvement to achievement of regional KPIs (response times, quality, productivity, as examples)
Maximize the operational performance of the strategic sourcing team by establishing clear objectives, and driving measurable improvements in speed, quality, and cost.
Manage financial performance for the enterprise services portfolio, including revenue attainment, gross margin, cost-to-serve, and investment prioritization; build and manage business cases as needed.
Partner with Enterprise Sales and account teams to shape renewals, expansions, and solution design; provide service input to proposals, pricing considerations, and contract terms/operability.
Develop talent and organizational capability: hire and retain high-performing leaders, coach performance, build succession plans, and foster an inclusive, customer-first culture.
Establish and manage relationships with third-party providers and partners where applicable, ensuring performance, governance, and alignment to customer commitments.
Bachelor’s degree (or equivalent experience) in business, engineering, life sciences, or related field.
10+ years of progressive experience in customer service, service operations, enterprise services delivery, or related commercial/service leadership roles.
Proven leadership experience managing managers, building high performing teams, and leading cross-functional teams in a matrixed, global organization.
Demonstrated success running complex customer programs with measurable SLA/KPI performance and strong customer satisfaction outcomes.
Strong financial acumen with experience managing budgets and improving portfolio profitability/cost-to-serve.
Excellent communication, executive presence, and stakeholder management skills with the ability to influence at all levels (customer and internal).
Ability to travel domestically and internationally at least 25%.
Experience in the laboratory products and services business managing enterprise service contracts, multi-site implementations, and third-party service provider governance.
Qualifications or extensive experience in program/project management and/or Lean Six Sigma type certifications, with certifications a plus.
Core Competencies
Customer-first leadership
Strategic thinking with strong execution discipline.
Developing and negotiating complex customer agreements.
Customer contracting and Scope of Work development skills.
Track record developing strategic partnerships and solutions.
Service delivery governance (KPIs/SLAs, operating cadence, risk management).
Process improvement and structured problem solving (e.g., 5-Why, FMEA).
Commercial and financial acumen (P&L mindset).
Talent development, coaching, and organizational leadership.
Change leadership and collaboration in a matrix environment.
Data literacy and performance management.
Additional Details
This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least April 27, 2026 or until the job is no longer posted.The full-time equivalent pay range for this position is $181,200.00 - $339,750.00/yr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to creating and maintaining an inclusive in the workplace where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.