Senior Manager, Customer Care

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences diagnostics and biotechnology

At Leica Biosystems one of Danahers 15 operating companies our work saves livesand were all united by a shared commitment to innovate for tangible impact.

Youll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danahers system of continuous improvement you help turn ideas into impact innovating at the speed of life.

At Leica Biosystems were not just shaping the future of cancer diagnostics were transforming lives. Our mission of Advancing Cancer Diagnostics Improving Lives is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis we empower clinicians with innovative reliable solutions so they can give patients timely accurate answers when they need them most. When you join Leica Biosystems youre not just taking a job; youre becoming part of a passionate team that knows every moment matters when it comes to cancer. Youll help develop diagnostic solutions that turn anxiety into answers and aid the acceleration of next-generation life-changing therapies. Surrounded by a diverse and collaborative global community youll be inspired each day to stretch grow and make an impact.

Learn about the Danaher Business System which makes everything possible.

The Senior Manager Customer Care is responsible for leading a high-performing Customer Care team and endtoend service operations throughout the order-invoice process across one of our core portfolios (Instruments or Consumables). This role drives service excellence quality and compliance visual daily management and continuous improvement to meet SLAs and elevate customer satisfaction.

This position reports to the Senior Director Global Customer Care and is part of the Global Customer Care Centre of Excellence (CoE) located in Deer Park IL and will be an on-site role.

In this role you will have the opportunity to:

• Lead and develop a team of Customer Care Supervisors Senior Customer Care Specialists and Customer Care specialists who are responsible for processing global customer orders for multiple regions. Working alongside your CoE Colleagues in the Regional Customer Care teams across EMEA and APAC.
• Accountable for daily service operations and visual management (QDIP/Daily Management) coordinating work allocation ensure the teams run huddles track KPIs and implement countermeasures. Ensure activities and tasks are prioritized by priority and customer readiness. Manage operational data through visual management KPI tracking and measurement and daily management processes.
• Accountable for end-to-end standard work compliance across order-to-invoice returns complaint handling and dispute management making improvements and recommendations where necessary. Manage and resolve complex escalations and customer disputes implementing countermeasures as necessary; collaborate with Sales Service Finance Logistics and Credit to resolve issues and protect customer experience.
• Ensure the Customer Care team are resourced to serve the needs of the commercial organization through effective workforce planning and capacity management. Accountable for hiring onboarding performance management and career development mentor and coach team members; provide guidance in problem resolution professional interactions to ensure excellent customer care across multiple channels.
• Drive continuous improvement using DBS tools (Standard Work Kaizen PSP 5S); remove process bottlenecks reduce cycle time and improve quality. Lead cross-functional projects (e.g. e-commerce phone conversion telephony changes policy updates) that enhance service delivery. Develop and deliver operational reports and insights to leadership; oversee root cause analysis and implement corrective actions for recurring issues.

The essential requirements of the job include:

• Associate or bachelors in business administration operations management or related field
• Minimum 5 years of experience leading developing and performance management of a team including ownership of the annual associate performance review
• Demonstrated process orientation including order-to-invoice processes customer escalations and dispute management while maintaining a focus on delighting customers
• Track record of taking a proactive and agile approach capable of working autonomously demonstrating strong critical thinking skills to effectively address challenges within tight deadlines.
• Experience presenting operational data via visual management tracking and measuring KPI and running daily management processes
• Strong lean to seek understand utilize and implement technology (such as OCR AI EDI WalkMe) to improve order process efficiency and speed time to associate impact

Travel Motor Vehicle Record & Physical/Environment Requirements:

• Ability to work an on-site flexible shift schedule in Deer Park IL.
• Travel: up to 20% for training team and management meetings.

It would be a plus if you also possess previous experience in:

• Experience in Life Sciences Medical Devices or Diagnostics industry with understanding of regulatory requirements
• Previous exposure to Danaher Business System (DBS) tools and continuous improvement methodologies
• Proficiency with SAP (ERP) for order management invoicing and returns is a plus.
• Experience with DBS tools including PSP Kaizen and Standard Work is a plus.

Leica Biosystems a Danaher operating company offers a broad array of comprehensive competitive benefit programs that add value to our lives. Whether its a health care program or paid time off our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

At Leica Biosystems we believe in designing a better more sustainable workforce. We recognize the benefits of flexible remote working arrangements for eligible roles and are committed to providing enriching careers no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Biosystems can provide.

The annual salary range OR the hourly range for this role is $120000-$150000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off medical/dental/vision insurance and 401(k) to eligible employees.

Join our winning team today. Together well accelerate the real-life impact of tomorrows science and technology. We partner with customers across the globe to help them solve their most complex challenges architecting solutions that bring the power of science to life.

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