Director, Customer Care

Work Schedule

Environmental Conditions

Job Description

Position Summary:

The Director, Customer Care role at Thermo Fisher Scientific Inc. presents an outstanding chance to coordinate and develop our Customer Service operations in India. In this pivotal position, you will lead all aspects of operations, customer care, and workforce management, ensuring an outstanding customer experience. This role is crucial in driving happiness and operational efficiency through strategic leadership and collaboration with our senior leadership team.

Responsibilities:

• Build, recruit, and direct a high-performing team of managers, supervisors, team leads, and team members to support our vision and mission.
• Formulate and put into effect plans for Customer Engagement and implementation.
• Lead and support employees to ensure balanced goals are achieved across employee, customer, financial, and regulatory objectives.
• Spearhead change initiatives in Bangalore, India, focusing on optimizing regional structure and growth.
• Identify revenue opportunities and partner with divisional sales leads on growth strategies.
• Lead regional integration initiatives, building scalable solutions for future growth.
• Establish and implement performance standards and metrics to achieve operational results and meet Service Level Agreement (SLA) targets.
• Assess and enhance business processes and workflows to increase efficiency and effectiveness.
• Understand key market trends and implement initiatives to build a world-class customer care function.
• Analyze and suggest efficient technology solutions with the operations team.
• Communicate changes in processes, policies, practices, or procedures clearly and expediently.
• Handle critical issues and challenging customer situations, ensuring effective use of business systems and technology.
• Benchmark customer care operations against competitors and industry leaders.
• Collaborate with information technology to deploy systems-related projects.
• Establish and roll out tactics to boost customer interactions, elevating happiness and operational efficiency.
• Foster an environment of continuous improvement through analytics, feedback, idea generation, benchmarking, and training.
• Promote and maintain a safe and high-quality work environment for employees.

Minimum Qualifications:

• Bachelor’s degree in a business-related field or equivalent experience.
• Proven experience in leading customer service organizations at a senior management level.
• Extensive background in nurturing leadership skills in a Customer Care setting.
• Validated skill in handling large teams, over 150 members.
• Proficient in English (verbal and written).
• Ability to travel regionally and internationally.
• Proficiency in crafting and implementing customer engagement plans through different communication platforms.
• Demonstrated history of achieving balanced business goals.
• Ability to plan work and operate with high autonomy.
• Experience collaborating with support partners and leading budgets.
• Experience leading large-scale operational changes.
• Proficient in crafting and implementing business continuity and emergency plans.
• Skilled in leading teams in both onsite and hybrid setups.
• Willingness to work in the Eastern Time zone (night shift in India).
• Amenable to working onsite.