Sr. Director, Customer Operations & Support

Work Schedule Standard (Mon-Fri)

Environmental Conditions Office

Job Description

The Opportunity

As Senior Director, Customer Operations & Support for BPG, you will lead the global organization responsible for the customer-facing operational engine of our business—quoting, order entry, order management, and end-to-end process execution across regions and sites. Your mission is to deliver a high-quality, proactive, solution-oriented customer experience across the full lifecycle: pre-sales through Order-to-Remittance (OTR) and post-sales support.

This role is both strategic and hands-on: you will standardize and modernize global processes and systems, elevate performance through metrics and root-cause problem solving, and represent Customer Operations & Support on the Commercial Operations leadership team to drive enterprise-wide initiatives aligned to BPG growth and customer outcomes.

What You Will Own

• Global customer operations execution (delivery with consistency)
• Lead global, cross-functional management of BPG orders across sites/regions, ensuring responsive and reliable execution.
• Drive excellence in core operational motions: quoting, order entry, order management, and customer support.
• Coordinate across commercial, operations, supply chain, and other partners to remove obstacles and keep customers informed.
• Customer experience transformation (improve how we serve)
• Set and execute strategy to optimize the inquiry-to-delivery experience.
• Improve productivity and service levels by harmonizing processes and systems—without compromising quality or responsiveness.
• Champion digitization, AI, and automation opportunities that enhance customer experience and commercial effectiveness.
• Performance management & insights (run the business with data)
• Define global success metrics and operating cadence; monitor performance and lead corrective actions using KPI rigor (e.g., RCCA).
• Direct analytics supporting customer experience improvements, reporting, inventory visibility, and order status insights.
• Deliver ad hoc analysis and quarterly performance reporting that informs leadership decisions.
• Team leadership & capability building (scale leaders, not just activity)
• Build and develop a high-performing global leadership team; set standards for accountability and professional behavior.
• Drive global training execution and enablement so teams operate consistently across regions.
• Create an inclusive, motivating environment with strong communication and active continuous improvement.
• Lead annual action planning and improvements tied to employee engagement feedback.
• Commercial partnership & customer-facing leadership (voice of the customer ops engine)
• Participate in regular operating rhythms with Sales and commercial stakeholders.
• Present business reviews and align cross-functionally to improve outcomes for customers and internal partners.

What success looks like in the first 12–18 months

• A clear global operating model with harmonized processes and measurable improvements in cycle time, responsiveness, and customer satisfaction.
• KPI visibility that enables predictable execution (and fewer escalations) through disciplined root-cause correction.
• A strong regional/site leadership bench and improved capability through training, standard work, and continuous improvement.
• Tangible productivity wins via digitization/AI/automation while protecting service quality.

What you bring

Required qualifications

• Bachelor’s degree in an analytical field (operations management, engineering, sciences, business, finance) or equivalent experience.
• 10+ years in customer experience/customer operations leadership, including 4+ years with ERP/CRM and forecasting; understanding of how these connect to OTR, revenue recognition, contractual fulfillment, and SIOP
• Demonstrated success leading global teams and large-scale organizational change in complex environments
• Proven experience integrating and harmonizing business processes across functions/regions
• Strong analytical, organizational, and communication skills; high competence in MS Office tools
• Strong customer issue resolution and problem-solving track record
• Ability to operate effectively in a matrixed, complex organization
• Ability to travel up to 25%+- Internationally and Domestically

Preferred qualifications

• Salesforce.com experience
• MBA or Master’s degree in an analytical field
• Project Management or Six Sigma certification
• Experience with PDSA, PM, and DMAIC methodologies

Why this role is compelling

• Enterprise impact: Shape how BPG delivers for customers globally—improving experience, speed, and reliability.
• Leadership scope: A true global leadership role with significant influence across commercial and operational stakeholders.
• Transformation mandate: Real runway to modernize with process harmonization, analytics, and AI-enabled productivity.

Compensation and Benefits The salary range estimated for this position based in Utah is $148,900.00–$198,500.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards