Director, Customer Service
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Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Director Customer Service
Global Business Services (GBS)
Thermo Fisher Scientific
Location: Budapest Hungary
Make a global impact where customer experience meets leadership
At Thermo Fisher Scientific youll discover meaningful work that makes a positive impact on a global scale. Every day our colleagues bring our Mission to lifeenabling our customers to make the world healthier cleaner and safer. From protecting the environment and ensuring food safety to supporting life-saving research our work truly matters.
We are now seeking a Director of Customer Service to lead and elevate our Global Business Services (GBS) Customer Care organization based at our Budapest site shaping how customers experience Thermo Fisher across the globe.
The Role
As Director of Customer Service you will provide strategic and operational leadership for our global customer care operations driving service excellence customer satisfaction and scalable performance across multiple channels.
You will lead and develop high-performing geographically distributed teams while partnering closely with Sales Commercial Digital IT and Divisional leadership to design and execute customer engagement strategies that strengthen loyalty and support growth.
This is a highly visible leadership role with the opportunity to:
Lead transformation and continuous improvement initiatives
Leverage analytics customer insights and technology to improve service outcomes
Build future-ready operating models and organizational structures
Identify revenue opportunities and support commercial growth strategies
Influence senior stakeholders and help shape Thermo Fishers global customer experience strategy
Your leadership will balance employee engagement customer outcomes financial performance and regulatory compliance ensuring sustainable success at scale.
Key Responsibilities
Lead and evolve global customer service operations within a shared services environment
Develop and execute multi-channel customer contact strategies (human digital and technical)
Establish performance standards KPIs and governance to drive service excellence
Champion continuous improvement through data customer feedback and innovation
Partner with Sales and Commercial leaders to support growth and customer retention
Drive large-scale operational change process optimization and technology adoption
Build develop and inspire leadership teams creating a strong performance culture
Ensure operational resilience including business continuity planning
Manage budgets operational metrics and executive-level reporting
What You Bring
Advanced degree with 6 years or Bachelors degree with 8 years of senior leadership experience in customer service operations within a shared services environment
Proven track record leading and developing managers in complex customer care organizations
Experience designing and implementing multi-channel customer engagement models
Demonstrated success balancing customer employee and financial objectives
Strong executive presence with the ability to influence senior leaders
Experience leading transformation change and continuous improvement initiatives
Strong technology orientation with experience driving systems implementations
Expertise in organizational design performance management and best-practice deployment
Ability to develop and deliver executive-level presentations
Fluency in English (written and spoken)
Comfortable leading distributed global teams
Willingness to travel as required
Required Experience:
Director
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Electron microscopes reveal hidden wonders that are smaller than the human eye can see. They fire electrons and create images, magnifying micrometer and nanometer structures by up to ten million times, providing a spectacular level of detail, even allowing researchers to view single a ... View more
