Leica Biosystems · 20 hours ago
Senior Director, Global Customer Care
Deer Park, IL
Full-time
Hybrid
Director/Executive
$230K/yr - $280K/yr
15+ years expLeica Biosystems is a global leader in cancer diagnostics dedicated to improving lives through innovation. The Senior Director, Global Customer Care will provide strategic leadership across the Global Customer Care Centre of Excellence, ensuring operational excellence and outstanding customer experience worldwide.
BiotechnologyMedical DeviceTherapeutics
Responsibilities
Lead global Customer Care operations across Americas, EMEA and APAC, setting vision and driving strategy to deliver exceptional customer experience and advance cancer diagnostics worldwide
Provide executive leadership through managers of managers, ensuring functional performance and alignment with long-term business objectives
Shape and execute global business plans, influencing operational strategy and annual planning to achieve sustainable growth
Drive operational excellence in the Order-to-Invoice process, embedding best-in-class standards, process harmonization, and continuous improvement culture
Establish and monitor SLAs and KPIs, unlocking peak performance and ensuring measurable results across all regions
Champion digital transformation, integrating advanced tools and technologies to enhance efficiency and customer satisfaction globally
Build strategic partnerships with Commercial Stakeholders, Supply Chain, Finance, and IT, resolving complex challenges and creating seamless customer journeys through collaboration and innovation
Qualification
Required
BA/BS in Business Administration, Operations Management, or related field; or equivalent years of experience
Extensive global leadership ~ 15 years' experience driving customer service and care operations across multi-site, complex organizations, ensuring operational excellence and superior customer experience
Track record of leading teams to manage end-to-end Order-to-Cash and Order-to-Invoice processes within highly regulated manufacturing and distribution environments, delivering efficiency and compliance at scale
Proven ability to lead geographically dispersed teams across multiple cultures and regions, fostering collaboration and alignment to achieve global business objectives, cross-functional projects and programs, with exceptional organizational skills to manage multiple priorities in dynamic, fast-paced environments
Track record of implementing enterprise-wide process improvement initiatives leveraging Lean, Six Sigma, and continuous improvement methodologies to optimize customer-facing operations and deliver measurable business impact
Deep expertise in ERP (SAP) and CRM platforms, enabling data-driven decision-making and streamlined global operations
Executive-level communication and presentation capabilities, adept at translating complex concepts into clear, compelling business strategies for senior stakeholders
Ability to travel approximately 25% of time, including overnight travel to global team sites across EMEA and APAC regions
Preferred
Industry specialization in Life Sciences, Medical Devices, and Diagnostics, with strong understanding of regulatory frameworks and quality standards
Experienced in deploying Danaher Business System (DBS) tools and embedding continuous improvement culture across global teams
An MBA or Advanced Degree
Benefits
Paid time off
Medical/dental/vision insurance
401(k)
Company
Leica Biosystems
Leica Biosystems develops laboratory workflow solutions for anatomic pathology involved in the advancement of cancer diagnostics. It is a sub-organization of Danaher.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashish K. Shah
Chief Financial Officer
Emily Krach, PhD
Business Development Manager, Innovation Partnerships
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