Billing & Invoicing Director at Thermo Fisher Scientific

Sofia, Sofia City Province, Bulgaria

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Biotechnology, Scientific Instruments, PharmaceuticalsIndustries

Requirements

Bachelor’s degree required - preferably business related
Fluency in English (verbal and written)
Strong technology and commercial orientation with experience in a shared services environment
Broad proven experience in industry leading high volume customer service organizations
Senior management experience (leading managers of people)

Responsibilities

Build and lead the GBS Customer Care team in recruitment, workforce management, quality assurance, and training
Develop and direct the management of the Customer Care function to drive customer satisfaction and improved operational efficiency
Partner with other GBS leadership teams to align customer care strategies and tactics for consistent customer experience
Develop operating plans, analyze data, collaborate with the team to understand performance, and develop improvement plans
Deliver consistent, strong operational results and measurable service impact through relationships, industry knowledge, and team-based thinking
Establish robust controls and compliance environment
Identify revenue opportunities and partner with divisional sales leads on growth strategy
Build, recruit, direct, coach, inspire managers, supervisors, and team members to achieve the vision and mission
Plan and provide continuity and succession for critical roles
Build sustainable, differentiated capabilities through proven solutions, deep functional expertise, and focused approach
Partner with Customer Care Governance to improve end-to-end process design and enabling technology
Drive implementation of continuous improvement using Thermo Fisher PPI methodology, emerging digital, and data science
Develop a culture of Customer First, innovation, risk taking, speed, and flexibility
Champion change, collaborate globally to identify improvement areas, and implement changes without disrupting operations or customer experience
Establish and maintain key relationships with internal and external partners, interacting with management on service-related activities
Partner with information technology to deploy system-related projects in the Customer Care organization
Collaborate on development and implementation of customer contact strategies to drive customer satisfaction and efficiency

Skills

Key technologies and capabilities for this role

Team LeadershipWorkforce ManagementQuality AssuranceTrainingCustomer ExperienceOperational EfficiencyData AnalysisPerformance ImprovementComplianceRevenue StrategyStrategic PlanningRecruitment

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This is an office-based role with standard Monday-Friday hours in an office environment.

What are the main responsibilities of the Billing & Invoicing Director?

The role involves building and leading the GBS Customer Care team, driving customer satisfaction and operational efficiency, managing talent, and implementing continuous improvements using Thermo Fisher PPI methodology.

What leadership skills are needed for this role?

Strong leadership is required to build, recruit, direct, coach, and inspire managers, supervisors, and team members, while planning succession for critical roles.

What is the company culture like at Thermo Fisher Scientific?

The culture emphasizes Customer First, innovation, risk taking, speed, flexibility, continuous improvement, and team-based thinking to support the mission of making the world healthier, cleaner, and safer.

What makes a strong candidate for the Customer Care Director position?

Candidates with experience in developing operating plans, analyzing data, talent management, partnering across leadership teams, and driving continuous improvement using PPI methodology and digital tools will stand out.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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