Director, Customer Service

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) 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 complex analytical challenges, increasing productivity 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 delivers an unrivaled 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. For more information, please visit www.thermofisher.com Job title: Director GBS Operations Band: 9 Location: Heredia, Costa Rica Reporting to: Senior Director GBS Job Summary: Build and lead the Costa Rica GBS operations in a variety of strategic and day to day areas including, but not limited to, operations, customer care, workforce management, quality assurance business and information security, as well as training. The Director GBS Operations has primary responsibility for Customer Care, together with developing and directing the management of the senior leadership team to drive customer satisfaction and improved operational efficiency. The Director GBS Operations will also partner with the other Customer Care GBS Directors and leadership teams to ensure there is tight alignment in customer care strategy and tactics with the goal of providing strong and consistent customer experience for Thermo Fisher customers. Responsibilities: • Has in-depth understanding of what makes for success in shared services - including how to create the right culture and environment. • Serves as a brand champion and supports the Service Excellence Values. • Contributes to the strategy for Customer Engagement and execution • Partner with Director of Business Security Enablement to drive cybersecurity initiatives into EMEA and local Budapest site to encourage regional and business alignment with Cybersecurity initiatives • Support Corporate Information Security (CIS) team through local partnerships with Universities to attract and retain security professionals to Thermo Fisher • Partner with Global Security Operations Center (SOC) Senior Manager to mentor local SOC team to promote continuous improvement and provide performance feedback to CIS Leadership • Build, recruit, direct, coach, inspire managers, supervisors, team leads and team members to achieve and support the vision and mission. • Leads and directs employees to ensure balanced goals are achieved (Employee, Customer, Financial, and Regulatory). • Develops operating plans, analyzes data and collaborates with the team to understand performance and develop improvement plans to close gaps • Lead for change initiatives throughout Costa Rica with focus on optimizing regional structure and growth initiatives. • Identify revenue opportunity and partner with divisional sales leads on growth strategy. • Leads regional integration initiatives, responsible for building scalable solutions for future growth. • Establish and implement performance standards and metrics, together with coaching and developing talent to deliver operational results, business objectives and meet Service Level Agreement (SLA) objectives. • Evaluate and facilitate changes to business processes and workflow to deliver maximum productivity and effectiveness. • Understand key market trends and implement improvement initiatives to build a world-class customer care function. • Analyze and recommend cost-effective technology solutions in conjunction with the GBS team • Plan and communicate changes in processes, policies, practices or procedures in a clear, concise and expedient manner throughout the organization. • Handle escalations and complex customer situations as needed; ensure that the development of business systems and available technology is utilized to maximum effectiveness. • Benchmark customer care operations and offerings against competitors and industry leaders. • Establishes and maintains key relationships with partners, Support Partners and Vendors, interacting with Management on all service- related activities and matters to capture impact to Customer Care and end customers through business decisions. • Partner with information technology to deploy systems-related projects. • Collaborates with others and plays an integral role in the development and implementation of customer contact strategies that drive customer satisfaction and efficiency. • Creates an environment of continuous improvement through analytics, feedback gathering, idea generation, benchmarking and training • Promotes and maintains a safe and high quality work environment for employees. • Supports ad hoc projects as directed to align with business objectives and goals. Minimum Qualifications: • Bachelor’s degree required- preferably business related. • Strong technology and commercial orientation with experience in a shared services environment and broad proven experience in industry leading high volume customer service organizations with senior management experience (leading managers of people). • Proven track record of influencing and coaching senior leadership and executives on key matters. • Fluency of the English language (verbal and written). • Must be able to travel within region, with some international travel required. • Proven track record of leading and developing leaders in a Customer Care environment. • Experience developing and implementing customer contact strategies across multiple contact channels (human, technical and digital). • Proven track record of meeting balanced business objectives, employee and customer and financial. • Experience leading virtual teams. • Ability to plan work and work with a high degree of autonomy. • Experience of collaborative and building relationships with support partners. • Experience of managing budgets. • Experience leading large scale operational changes. • Experience developing and delivering presentations to key stakeholders and key leaders. • Experience researching and implementing best practices. • Experience developing and executing business continuity and emergency plans. Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.