Global Customer Care Operations Analyst

What if the work you did every day could impact the lives of people you know Or all of humanity

At Illumina we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person in every role has the opportunity to make a difference. Surrounded by extraordinary people inspiring leaders and world changing projects you will do more and become more than you ever thought possible.

Global Customer Care Operations Analyst - Staff Level

Department: Global Customer Support & Operations
Global role based in Eindhoven - The Netherlands

Hybrid working pattern (reporting into Singapore)

At Illumina we innovate with purpose and commit to excellence enabling our customers to improve human health by unlocking the power of the genome. Were looking for a Global Customer Care Operations Staff Analyst to join our Global Customer Care Operations team and help scale standardise and strengthen how we support customers around the world.

This is a highimpact global role working across regions and time zones as part of a truly international team.

The role

The Global Customer Care Operations Staff Analyst plays a critical role in enabling datadriven decisionmaking operational governance and process excellence across Global Customer Care. Youll be accountable for delivering insights analytics and process improvements that enhance efficiency consistency and the overall customer experience.

Working closely with global and regional leadersand crossfunctional partners including Finance IT Legal and Commercialyoull help make customers heroes by ensuring Customer Care operations are scalable efficient and aligned to global standards.

This role reports into Singapore and requires flexibility to support early morning and lateevening calls across global time zones (with flexibility built into working hours).

What youll do

• Drive adoption and consistent execution of global Customer Care processes across regions
• Identify process gaps operational risks and improvement opportunitiesthen lead or support initiatives to resolve them
• Represent Customer Care Operations in global system initiatives (ERP CRM reporting tools) from requirements through deployment and hypercare
• Act as a subject matter expert for complex ordertodelivery and order processing workflows (essential experience)
• Deliver operational analytics governance and performance reporting translating data into actionable insights
• Partner with global and regional leaders to support KPI reviews and performance discussions
• Drive process standardisation efficiency and capability improvement across the organisation
• Develop and deliver training documentation and job aids to support system and process changes
• Lead communications within projects ensuring clarity alignment and momentum
• Win together by collaborating across functions regions and cultures to deliver shared outcomes

What youll bring

Youre an autonomous resourceful and driven analyst who thrives in complexity sees the bigger picture and moves work forward with urgency and intent.

• Considerable years experience in Customer Care Customer Care Operations or global operations/project roles
• Essential experience in complex order processing and endtoend customer care workflows
• Strong analytical and problemsolving skills with a track record of datadriven decisionmaking
• Advanced experience with ERP and CRM systems (SAP and Salesforce highly preferred)
• Strong reporting and visualisation skills (Tableau Power BI or similar tools)
• Proven experience working in global crossfunctional matrixed environments
• Excellent written and verbal communication skills with confidence leading discussions and influencing outcomes
• Strong project and change management capability with the ability to multitask and prioritise effectively
• Bachelors degree in Business Analytics or a related field required.

Why this role matters

This role is essential to scaling our global Customer Care operations while maintaining the high standards our customers expect. By driving alignment insight and continuous improvement youll help Illumina commit to excellence strengthen operational capability and deliver outstanding customer experiences worldwide.

If youre motivated by impact collaboration and solving complex global challenges wed love to hear from you.

We are a company deeply rooted in belonging promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation Illumina has always prioritized openness collaboration and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay regardless of gender ethnicity or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences increase cultural awareness and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex race creed color gender religion marital status domestic partner status age national origin or ancestry physical or mental disability medical condition sexual orientation pregnancy military or veteran status citizenship status and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local state and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local state and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process please contact To learn more visit: The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.