Director, Customer Care at Thermo Fisher Scientific

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Life SciencesIndustries

Requirements

Bachelor’s degree in a business-related field or equivalent experience
Proven experience in leading customer service organizations at a senior management level
Extensive background in nurturing leadership skills in a Customer Care setting
Validated skill in handling large teams, over 150 members
Proficient in English (verbal and written)
Ability to travel regionally and internationally
Proficiency in crafting and implementing customer engagement plans through different communication platforms
Demonstrated history of achieving balanced business goals
Ability to plan work and operate with high autonomy
Experience collaborating with support partners and leading budgets
Experience leading large-scale operational changes
Proficient in crafting and implementing business continuity and emergency plans
Skilled in leading teams in both onsite and hybrid setups
Willingness to work in the Eastern Time zone (night shift in India)
Amenable to working onsite

Responsibilities

Build, recruit, and direct a high-performing team of managers, supervisors, team leads, and team members to support our vision and mission
Formulate and put into effect plans for Customer Engagement and implementation
Lead and support employees to ensure balanced goals are achieved across employee, customer, financial, and regulatory objectives
Spearhead change initiatives in Bangalore, India, focusing on optimizing regional structure and growth
Identify revenue opportunities and partner with divisional sales leads on growth strategies
Lead regional integration initiatives, building scalable solutions for future growth
Establish and implement performance standards and metrics to achieve operational results and meet Service Level Agreement (SLA) targets
Assess and enhance business processes and workflows to increase efficiency and effectiveness
Understand key market trends and implement initiatives to build a world-class customer care function
Analyze and suggest efficient technology solutions with the operations team
Communicate changes in processes, policies, practices, or procedures clearly and expediently
Handle critical issues and challenging customer situations, ensuring effective use of business systems and technology
Benchmark customer care operations against competitors and industry leaders
Collaborate with information technology to deploy systems-related projects
Establish and roll out tactics to boost customer interactions, elevating happiness and operational efficiency
Foster an environment of continuous improvement through analytics, feedback, idea generation, benchmarking, and training
Promote and maintain a safe and high-quality work environment for employees

Skills

Key technologies and capabilities for this role

LeadershipTeam BuildingCustomer EngagementOperations ManagementWorkforce ManagementChange ManagementPerformance MetricsSLA ManagementProcess OptimizationMarket AnalysisTechnology ImplementationBenchmarkingIT CollaborationRevenue Strategies

Questions & Answers

Common questions about this position

What are the minimum qualifications for the Director, Customer Care role?

Candidates need a Bachelor’s degree in a business-related field or equivalent experience, proven experience leading customer service organizations at a senior management level, extensive background in nurturing leadership skills in Customer Care, validated skill in handling large teams over 150 members, proficiency in English, ability to travel regionally and internationally, proficiency in crafting customer engagement plans, demonstrated history of achieving balanced business goals, and ability to plan work with high autonomy.

Is this position remote or office-based?

This is an office-based role in Bangalore, India, with environmental conditions specified as Office.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the team structure look like for this position?

The role involves building, recruiting, and directing a high-performing team of managers, supervisors, team leads, and team members, with experience handling large teams over 150 members required.

What makes a strong candidate for this Director role?

A strong candidate has proven senior management experience leading customer service organizations, skills in handling teams over 150 members, a track record of achieving balanced business goals, and the ability to operate with high autonomy while driving operational efficiency and customer happiness.

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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