Danaher

Danaher

Director, Business Optimization - Global Customer Care Operations

Deer Park, Illinois, United States · Director

Sponsorship not specified$170k-$190kDetected 18 hours ago
Data VisualizationSalesforceCRMForecastingSAPSupply ChainProcess ImprovementERPPerformance ManagementMedical DevicesLeadershipProblem Solving

About the role

  • Build and mature the Global Customer Care Business Optimization function, establishing a scalable global Centre of Excellence (CoE) and driving continuous improvement through structured intake, prioritization, execution, impact tracking, and sustainment Establish and govern a standardized learning and development framework covering onboarding, role-based training, retraining, leadership development, policy/process deployment, and associate readiness Own and continuously improve Global Customer Care standard work, SOPs, process playbooks, job aids, knowledge management practices, and process governance while leading global process standardization with appropriate regional and local flexibility Partner with Danaher Business System leaders to embed Lean principles, problem solving, Kaizen, PDCA, process confirmation, daily management, and operational excellence practices across Customer Care operations.
  • Translate operational data into actionable staffing, training, and process improvement insights while partnering with Customer Care, Commercial, Sales, Supply Chain, Finance, IT, Quality, and regional teams to deliver measurable improvements in quality, productivity, service levels, process adherence, and customer experience Collaborate with IT, Business Applications, Analytics, and cross-functional stakeholders to identify, implement, and drive adoption of automation, workflow, SAP, Salesforce, reporting, knowledge management, AI-enabled solutions, and other system enhancements through effective change management and business readiness The essential requirements of the job include Bachelor's Degree with 10+ years OR Associate's Degree with 12+ years OR High School Diploma/GED with 14+ years leadership experience in Customer Care, Customer Operations, Commercial Operations, Business Process Excellence, Order Management, Workforce Planning, or related operational functions, ideally within large, complex, matrixed organizations with global or multi-regional scope Demonstrated success leading transformation initiatives, including process standardization, change management, operational improvement, and deployment of standard work, SOPs, process documentation, training materials, and adoption plans Strong expertise in Customer Care and order-to-cash operations, including customer inquiry management, service level management, operational performance, capacity planning, workload forecasting, productivity modelling, and KPI governance Proven application of continuous improvement methodologies, including Lean, DBS, Kaizen, PSP, PDCA, Six Sigma, or similar frameworks, with the ability to translate operational challenges into process, training, system, data, workforce, and performance management solutions Strong analytical, influencing, and leadership skills, with experience using operational data and KPIs to identify gaps, prioritize actions, and drive countermeasures across functions, regions, and organizational levels Travel, Motor Vehicle Record & Physical/Environment Requirements Ability to travel approximately 20-30%, including overnight and international travel for workshops, Gemba, Kaizen events, training deployment, and regional implementation support

Responsibilities

  • You'll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies.
  • The Director, Business Optimization - Global Customer Operations will play a critical role in building and maturing the Global Customer Operations Center of Excellence.
  • The role requires someone who can operate strategically while staying close enough to the work to build, deploy, inspect, and sustain change.
  • 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.

Nice to have

  • 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.

Compensation

  • The annual salary range for this role is $170,000-$190,000.

Benefits

  • We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities.

Company info

  • At Leica Biosystems, we're not just shaping the future of cancer diagnostics - we're transforming lives.
  • Our mission of "Advancing Cancer Diagnostics, Improving Lives" is the driving force behind everything we do.
  • When you join Leica Biosystems, you're not just taking a job; you're becoming part of a passionate team that knows every moment matters when it comes to cancer.
  • This position reports to the Senior Director, Global Customer Care and is part of the Global Customer Care Center of Excellence located in Deer Park, IL and will be an on-site role.

Equal opportunity

  • equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.
  • The U.S. EEO posters are available here.
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