Director Customer Service

JOB DESCRIPTION:

Job Description Summary

The Director Global Customer Experience will oversee the global customer experience strategy and planning insights and operations and develop best in class customer experience standards in the division. As a senior member of the Global Commercial Organization leadership team reporting to the Global Commercial Director the successful incumbent will identify and create global programs to improve customer experience and reduce costs.

Role Description

• Lead global Customer Service operations across internal and BPO models to ensure consistent high-quality support.

• Translate ADCs Customer Experience vision and goals into scalable proactive service practices that enhance satisfaction and trust.

• Drive performance through shared standards cross-regional collaboration and continuous improvement.

• Partner with regional teams to optimize delivery build capabilities and embed digital and data-driven service models.

• Advance global service maturity and alignment with enterprise priorities through operational and strategic leadership.

Business Outcomes

• Improved global customer experience consistency and satisfaction across service channels

• Enhanced service performance visibility through aligned metrics feedback systems and reporting

• Increased operational efficiency and quality across BPO and internal delivery models

• Strengthened regional service capability through scalable tools standards and workforce development

• Greater alignment between customer service and enterprise goals in CX Quality and Commercial functions

Key Responsibilities & Activities

• Partner with global and regional stakeholders to evolve ADCs customer service model toward proactive insight-driven and digitally enabled delivery.

• Support regional teams and BPO partners to meet high performance standards across quality consistency and responsiveness.

• Drive global service maturity by embedding scalable frameworks tools and practices that support shared goals while respecting regional autonomy.

• Lead global coordination of service operations ensuring aligned execution of SOPs escalations compliance and performance management.

• Support the implementation of Voice-of-Customer programs and experience metrics that inform service improvements and strengthen customer trust.

• Enable digital transformation efforts by supporting rollout of self-service automation and omnichannel integration initiatives across regions.

• Guide knowledge sharing and operational learning across markets through playbooks best practice documentation and service communities of practice.

• Provide global leadership for external service provider relationships enabling performance visibility contract alignment and continuous improvement.

• Partner with enterprise functions (e.g. Quality Market Access Medical Affairs) to strengthen integration between service delivery and strategic priorities.

• Advance capability-building across global service teams by supporting GSF-based role clarity learning programs and workforce development pathways.

• Contribute to global service planning and forecasting cycles bringing insight into capacity needs innovation opportunities and cross-market trends.

• Represent global customer service in enterprise forums to advocate for system enhancements process alignment and future-facing service investment.

Key Business Challenges

• Evolving customer service beyond a transactional support function without formal authority over regional teams while balancing enterprise consistency with local autonomy.

• Aligning regional variability in service delivery with global maturity expectations shared standards and performance measurement.

• Sustaining operational consistency and quality while introducing new technologies digital tools ways of working and other service innovation initiatives.

• Building cross-functional recognition of service data and Voice-of-Customer insights as valuable drivers of enterprise decision-making.

• Enabling service capability development and career progression within decentralized teams and diverse BPO structures.

Key Success Factors

• Aligns customer service direction with broader enterprise goals to strengthen reputation trust and growth through service performance.

• Builds scalable systems tools and routines that support consistent delivery while enabling regional flexibility and innovation.

• Uses service insight to inform workforce development digital investment and experience design priorities.

• Navigates matrixed global structures by influencing across internal functions and external delivery models.

• Applies operational and sentiment data to drive measurable improvement in service quality efficiency and experience.

Required Qualifications

• Leadership of regional or global customer service operations in regulated multi-market environments ideally within healthcare MedTech or adjacent industries.

• Experience managing BPO relationships and hybrid service delivery models with accountability for quality performance and customer satisfaction.

• Track record of operational transformation including the implementation of service standards governance structures and capability development initiatives.

• Demonstrated ability to align customer service with enterprise priorities across functions such as Commercial Product Quality and CX.

• Involvement in digital enablement initiatives such as CRM modernization self-service expansion and automation.

• Experience leading or contributing to service maturity evolution across people process and technology dimensions.

Core Competencies

• Enterprise Thinking: Connects customer service priorities to broader enterprise goals supporting strategic alignment across Commercial Quality Product and Experience functions.

• Stakeholder Influence & Alignment: Builds trusted relationships and secures buy-in across global and regional teams to advance service transformation initiatives.

• Customer-Centric Service Design: Applies customer insight to inform scalable service models that improve experience satisfaction and brand reputation.

• Operational Excellence: Ensures high-quality efficient service delivery through data-driven performance management continuous improvement and operational discipline.

• Digital and Data Fluency: Supports adoption of automation self-service and AI tools to enhance service efficiency personalization and insight generation.

• Strategic Partner Management: Oversees service delivery partners and BPOs with a focus on compliance customer outcomes and performance improvement.

• Capability Development: Advances role clarity training and leadership development to strengthen global and regional service delivery capability.

• Change Leadership: Guides teams through operational and cultural change maintaining clarity consistency and engagement across a distributed workforce.

The base pay for this position is

In specific locations the pay range may vary from the range posted.

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Director