Senior Director, Global Customer Services

Danaher Corporation

. Lead SCIEX's global customer service organization across the Americas, EMEA and JKOSEA .

Posted 10/8/2026full-timeRemote • United StatesSenior💰 $230,000 - $250,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global customer service organizations, driving operational excellence, and implementing transformation initiatives. Proficient in managing customer experience metrics, contract administration, and leveraging technologies such as CRM, CPQ, and ERP to enhance service delivery.

Highest-signal resume keywords

Global Customer Service LeadershipTransformation Plan ExecutionDanaher Business System ExpertiseQuote-to-Book Process ManagementOperational Metrics Establishment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Operations ManagementContract AdministrationRevenue RecognitionService-Level ConstructionCapacity PlanningRoot-Cause AnalysisLean MethodologySix SigmaTransactional Service OperationsTriage Design

Soft Skills

Leadership DevelopmentCross-Cultural Team ManagementStrategic PartnershipChange ManagementCommunication

Tools & Technologies

CRM SystemsCPQ SoftwareERP SystemsOrder Management SystemsAI-Enabled Service Capabilities

Certifications & Qualifications

MBA or Advanced DegreeLean CertificationSix Sigma Certification

Industry Keywords

Life SciencesDiagnosticsMedical TechnologyAnalytical InstrumentationRegulated Industry

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead SCIEX's global customer service organization across the Americas, EMEA and JKOSEA
Make customer service a strategic advantage by improving customer experience, enabling commercial growth and driving operational excellence
Own the customer-facing quote-to-book experience, customer inquiry and case management, service and sales administration, and contract administration across the contract lifecycle
Partner with the SVP, Global Commercial Operations and VP, Operational Excellence & AI on multi-year strategy and measurable outcomes
Design and continuously improve the global customer service operating model and organization
Codify standard work, best practices and reusable playbooks across regions
Establish governance, cadence and reporting rhythms
Lead customer inquiries, order management, quoting and booking support, service and sales administration, contract administration and issue resolution
Ensure contracts are executed and administered end to end, tracking terms, entitlements, renewal dates and obligations
Identify revenue leakage and convert findings into corrective action and growth opportunities
Own customer experience metrics, listening mechanisms and feedback-to-action processes
Apply Danaher Business System principles, including Gemba, standard work, daily management and visual management
Lead kaizen events and transformation initiatives
Establish performance metrics and operating reviews
Own the customer service technology and transformation roadmap, including CPQ, ERP and order-management systems
Implement automation, AI-enabled triage, self-service and analytics with IT, Digital, Data & Analytics and Global AI Deployment teams
Lead, develop and retain a high-performing global team across multiple regions and cultures
Partner with Commercial, Service, Marketing, Finance, Legal, IT and regional leadership
Develop and manage the global customer service budget while driving productivity and cost efficiency

Requirements

What you’ll need

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
Leadership of a multi-region, global organization
Experience leading significant organizational change across multiple countries, including consolidation of regional teams into a global function
Experience partnering with Human Resources and Legal
Experience executing and improving a transformation plan
Deep operating knowledge of transactional service operations, including 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, revenue recognition, entitlement and renewal
Business-side ownership of a CRM, CPQ or ERP deployment through cutover and stabilization
Expertise in Danaher Business System, Lean, Six Sigma or comparable formal continuous improvement system
Ability to establish operational metrics, conduct root-cause analysis and implement measurable countermeasures
Ability to travel domestically and internationally based on business needs
Additional qualifications include MBA or advanced degree, relevant life sciences/diagnostics/medical technology/analytical instrumentation or regulated industry experience, center of excellence or shared-services experience, EMEA employee consultation or works council experience, commercial contracting experience, and Salesforce, CPQ, contract lifecycle management and AI-enabled service capabilities experience

Benefits

Comp & perks

Bonus pay eligibility
Paid time off
Medical insurance
Dental insurance
Vision insurance
401(k) for eligible employees
Flexible, remote working arrangement for eligible roles
Reasonable accommodations for applicants and employees with disabilities