Manager, Transformation – Customer Care at Thermo Fisher Scientific

Lagunilla, Provincia de Guanacaste, Costa Rica

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Life Sciences, Scientific Instruments, Customer ServiceIndustries

Requirements

8+ years of work experience with 5+ years of process improvement experience with/within a shared services environment or in a consulting capacity
Prior experience within the Thermo Fisher Customer Care and Global Process Governance area
Understanding of the Thermo Fisher Transition methodology
5+ years of experience in People Management
High-level understanding of Customer Care’s system and process landscape and familiarity with the process taxonomy and Promapp structure
Consistent record to work well with multiple levels of leadership both internally and externally, and influence peers and senior management in a sophisticated, geographically dispersed matrix organization
Self-directed, sophisticated and customer-centric change-agent who thrives in a bold and changing environment
Highly collaborative; aligns with colleagues and business partners to deliver results while improving the success of all contributors
Skilled communicator and confirmed relationship builder, able to operate within a multitude of formal and informal networks while handling the challenging interests of wide-ranging partners
Dedication to continuous learning and continuous efficiency improvements
Excellent attention to detail
Eye for business to develop effective partnerships with key partners

Responsibilities

Understand the transformation portfolio of the Customer Care workstream, drive and own key priority initiatives
Support migrations and transitions, own and drive the process related deliverables especially in Strategize and Design phases
Map and assess processes, identify opportunities, and design future state processes
Understand and apply Invest and Shift methodology through transition work
Partner with Operations teams, Business Opex teams, PPI and Digital Enablement to drive balanced end-to-end process improvements globally that align with business strategy
Assess and articulate business requirements, proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the process

Skills

Key technologies and capabilities for this role

Process ImprovementProcess MappingProcess DesignTransition ManagementPeople ManagementInvest and Shift MethodologyPromappShared ServicesCustomer CareBusiness Requirements

Questions & Answers

Common questions about this position

What experience is required for the Manager, Transformation – Customer Care role?

Candidates need 8+ years of work experience, including 5+ years in process improvement within a shared services environment or consulting, prior experience in Thermo Fisher Customer Care and Global Process Governance, understanding of the Thermo Fisher Transition methodology, and 5+ years in People Management.

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

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of work environment or company culture is described?

The role involves thriving in a bold and changing environment within a sophisticated, geographically dispersed matrix organization, emphasizing high collaboration, influencing peers and senior management, and building relationships across formal and informal networks.

What makes a strong candidate for this position?

A strong candidate is self-directed, customer-centric, highly collaborative, skilled in communication and relationship-building, with a dedication to continuous learning, efficiency improvements, excellent attention to detail, and an eye for business to develop effective partnerships.

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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