Sr Manager, GBS Customer Care Transformation 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, Shared ServicesIndustries

Requirements

10+ years of work experience with 7+ years of process improvement experience within a shared services environment or in a consulting capacity
Prior experience within the Thermo Fisher Customer Care and Global Process Governance area is a must
Deep understanding of the Thermo Fisher Transition methodology
7+ 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
Proven track record of working well with multiple levels of leadership both internally and externally, and influencing 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 required
Strong business acumen to develop effective partnerships with key partners

Responsibilities

Lead the transformation portfolio of the Customer Care workstream, driving and owning key priority initiatives
Support migrations and transitions from a process governance perspective
Apply Invest and Shift methodology through transition work
Oversee new system implementation and system upgrade projects, ensuring future processes are properly designed
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
Manage a team of Business Analysts based in different GBS locations dedicated to projects and initiatives according to priorities

Skills

Key technologies and capabilities for this role

Process ImprovementTransformation ManagementBusiness AnalysisSystem ImplementationProject ManagementProcess GovernanceInvest and Shift MethodologyShared ServicesProcess StandardizationAutomationTeam LeadershipBusiness Requirements

Questions & Answers

Common questions about this position

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

Candidates need 10+ years of work experience with 7+ years in process improvement within a shared services environment or consulting, prior experience in Thermo Fisher Customer Care and Global Process Governance, deep understanding of Thermo Fisher Transition methodology, and 7+ years in People Management.

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

The job is based in an office environment with a standard Monday-Friday schedule.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What kind of team will I be managing in this role?

The role involves leading a team of Business Analysts based in different GBS locations, dedicated to projects and initiatives according to priorities.

What makes a strong candidate for this position?

Strong candidates are self-directed change-agents who thrive in bold environments, have proven track records influencing leadership in matrix organizations, are highly collaborative skilled communicators, and show dedication to continuous learning.

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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