Regional Customer Care Leader

This leadership role sits at the heart of a global customer operations organization, responsible for shaping and delivering best-in-class customer care across the EMEA region. You will lead and develop multi-country teams, ensuring seamless execution across the full customer order lifecycle while elevating service quality and operational performance. Acting as a key connector between global hubs and regional stakeholders, you will influence strategy, drive continuous improvement, and strengthen end-to-end customer experience. The role combines people leadership, operational excellence, and digital transformation in a highly matrixed, international environment. You will partner closely with Sales, Supply Chain, Finance, IT, and Operations to remove friction and improve customer outcomes. This is a high-impact position where your decisions directly shape service levels, efficiency, and customer satisfaction across diverse markets. Accountabilities Lead and develop regional Customer Care teams across EMEA, fostering a high-performance and engagement-driven culture while ensuring consistent execution of customer service standards and operational excellence. Define, translate, and execute regional customer care strategies in alignment with global priorities and commercial objectives to improve customer experience, efficiency, and financial outcomes. Own key performance indicators (KPIs) and service level agreements (SLAs), ensuring delivery consistency across markets and driving accountability for results. Collaborate closely with Sales, Operations, Supply Chain, Finance, and IT to optimize end-to-end customer order management and resolve complex operational challenges. Oversee critical order-to-cash processes, including instrument installations (COI/NON-COI) and rental workflows, ensuring compliance and customer-centric execution. Drive continuous improvement initiatives using Lean, Six Sigma, and the Danaher Business System methodologies to standardize and optimize processes across the region. Champion digital transformation initiatives, including adoption of ERP systems such as SAP and CRM tools to enhance visibility, automation, and scalability. Represent EMEA customer care in global forums, influencing strategic decisions and aligning stakeholders across regions and functions. Requirements Bachelor’s degree in Business Administration, Operations Management, or a related field. Extensive experience leading multi-country customer care or operations teams within a matrixed, international environment. Proven track record of delivering strategic transformation and continuous improvement initiatives in complex organizations. Strong expertise in ERP systems (preferably SAP) and CRM platforms, with demonstrated experience in driving digital adoption. Solid leadership and stakeholder management skills, with the ability to influence senior executives across functions and geographies. Experience in regulated industries such as life sciences, diagnostics, or medical devices is highly valued. MBA or Master’s degree is considered an advantage. Full proficiency in English and at least one additional European language (German, Spanish, Italian, or French). Benefits Competitive base salary range: €70,000 – €90,000 annually Bonus/incentive opportunity of up to 15% based on performance Flexible remote work arrangements within eligible EMEA locations International, cross-functional working environment with strong career development opportunities Exposure to advanced transformation programs and global operational excellence initiatives Comprehensive employee benefits package (details shared during hiring process) Opportunity to work in a mission-driven environment focused on improving patient outcomes in diagnostics and healthcare #J-18808-Ljbffr Jobgether