Job Specifications
This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
The Opportunity
As Senior Director, Customer Operations & Support for BPG, you will lead the global organization responsible for the customer-facing operational engine of our business—quoting, order entry, order management, and end-to-end process execution across regions and sites. Your mission is to deliver a high-quality, proactive, solution-oriented customer experience across the full lifecycle: pre-sales through Order-to-Remittance (OTR) and post-sales support.
This role is both strategic and hands-on: you will standardize and modernize global processes and systems, elevate performance through metrics and root-cause problem solving, and represent Customer Operations & Support on the Commercial Operations leadership team to drive enterprise-wide initiatives aligned to BPG growth and customer outcomes.
What You Will Own
Global customer operations execution (delivery with consistency)
Lead global, cross-functional management of BPG orders across sites/regions, ensuring responsive and reliable execution.
Drive excellence in core operational motions: quoting, order entry, order management, and customer support.
Coordinate across commercial, operations, supply chain, and other partners to remove obstacles and keep customers informed.
Customer experience transformation (improve how we serve)
Set and execute strategy to optimize the inquiry-to-delivery experience.
Improve productivity and service levels by harmonizing processes and systems—without compromising quality or responsiveness.
Champion digitization, AI, and automation opportunities that enhance customer experience and commercial effectiveness.
Performance management & insights (run the business with data)
Define global success metrics and operating cadence; monitor performance and lead corrective actions using KPI rigor (e.g., RCCA).
Direct analytics supporting customer experience improvements, reporting, inventory visibility, and order status insights.
Deliver ad hoc analysis and quarterly performance reporting that informs leadership decisions.
Team leadership & capability building (scale leaders, not just activity)
Build and develop a high-performing global leadership team; set standards for accountability and professional behavior.
Drive global training execution and enablement so teams operate consistently across regions.
Create an inclusive, motivating environment with strong communication and active continuous improvement.
Lead annual action planning and improvements tied to employee engagement feedback.
Commercial partnership & customer-facing leadership (voice of the customer ops engine)
Participate in regular operating rhythms with Sales and commercial stakeholders.
Present business reviews and align cross-functionally to improve outcomes for customers and internal partners.
What success looks like in the first 12–18 months
A clear global operating model with harmonized processes and measurable improvements in cycle time, responsiveness, and customer satisfaction.
KPI visibility that enables predictable execution (and fewer escalations) through disciplined root-cause correction.
A strong regional/site leadership bench and improved capability through training, standard work, and continuous improvement.
Tangible productivity wins via digitization/AI/automation while protecting service quality.
What You Bring
Required qualifications
Bachelor’s degree in an analytical field (operations management, engineering, sciences, business, finance) or equivalent experience.
10+ years in customer experience/customer operations leadership, including 4+ years with ERP/CRM and forecasting; understanding of how these connect to OTR, revenue recognition, contractual fulfillment, and SIOP
Demonstrated success leading global teams and large-scale organizational change in complex environments
Proven experience integrating and harmonizing business processes across functions/regions
Strong analytical, organizational, and communication skills; high competence in MS Office tools
Strong customer issue resolution and problem-solving track record
Ability to operate effectively in a matrixed, complex organization
Ability to travel up to 25%+- Internationally and Domestically
Preferred Qualifications
Salesforce.com experience
MBA or Master’s degree in an analytical field
Project Management or Six Sigma certification
Experience with PDSA, PM, and DMAIC methodologies
Why this role is compelling
Enterprise impact: Shape how BPG delivers for customers globally—improving experience, speed, and reliability.
Leadership scope: A true global leadership role with significant influence across commercial and operational stakeholders.
Transformation mandate: Real runway to modernize with pro
About the Company
myGwork is the largest global platform for the LGBTQ+ business community.
Our mission is to make the workplace more inclusive for all by providing individual users and partner organizations access to a wide eco-system of services, including job opportunities, training, mentoring, employer branding, and free community events. Joining the platform is free for individual members, which supports myGwork's goal of ensuring that the platform's benefits are as accessible and as far-reaching as possible. Corporate members get a tai...
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