Director, Customer Operations & Support

Work Schedule Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

When you are part of Thermo Fisher Scientific, you will do meaningful work that makes a positive impact on a global scale. Join colleagues who bring our Mission to life by enabling our customers to make the world healthier, cleaner and safer.

Position Summary

The Director, Customer Operations & Support (CO&S) leads the global customer operations organization for the Single-Use Technologies Division (SUD) as part of the BioProduction Group (BPG). This role is accountable for the end-to-end customer experience across order management, shipment readiness, issue resolution, and customer support while leading a geographically distributed organization of approximately 60 colleagues.

This is a transformational role for an enterprise-minded leader who can set a compelling vision, challenge the status quo, and translate strategy into disciplined execution. The Director will build a culture of operational excellence, develop talent, modernize processes, and partner across functions to improve customer loyalty, productivity, scalability, and business performance.

Leadership Profile

The ideal candidate is a visible, inclusive, and courageous leader who creates belief in a better future state and mobilizes teams to achieve it. They combine strategic thinking with a bias for action, bring clarity to ambiguity, challenge the status quo, develop strong leaders, and hold the organization accountable for sustainable results. They model Thermo Fisher Scientific values of Integrity, Intensity, Innovation, and Involvement.

Key Responsibilities

• Set and execute the global SUD CO&S strategy in alignment with business unit and BPG priorities.
• Own customer operations across order management, shipment readiness, proactive communication, critical issue management, and resolution of fulfillment barriers.
• Build a high-performance culture grounded in customer ownership, accountability, continuous improvement, digital fluency, inclusion, and learning.
• Lead, coach, and develop teams across the United States and United Kingdom, including talent selection, succession, and capability building.
• Standardize processes, roles, operating rhythms, and decision rights across locations where possible; identify opportunities to simplify, automate, digitize, and scale work.
• Lead process, technology, and operating-model transformation while maintaining or enhancing customer continuity and employee engagement.
• Utilize clear performance metrics and tiered reviews, using data, root-cause analysis, CAS feedback, and corrective actions to improve customer and business outcomes.
• Partner across Commercial, Supply Chain, Operations, Planning, Procurement, Engineering, Quality, Finance, Digital, and business leaders to remove barriers, improve customer and revenue predictability, and enable commercial execution.
• Lead cross-functional initiatives and hold teams and partners accountable for commitments and performance.
• Represent CO&S on the extended SUD leadership team and communicate performance, risks, corrective actions, and resource needs.

Qualifications

• Bachelor's degree in business, operations, engineering, science, supply chain, finance, or a related field, or equivalent experience.
• 10+ years of progressive leadership experience in customer operations, customer service, order management, supply chain, operations, or a related function.
• Demonstrated success leading geographically distributed teams, developing leaders, and building high-performing organizations.
• Proven record of transformational change, operational excellence, and process standardization.
• Strong data-driven decision-making, executive communication, and influencing skills in a complex matrix organization.
• Experience with CRM, ERP, and SIOP-related processes; Salesforce and Oracle experience preferred.
• Ability to travel up to 25-30%.

Preferred Qualifications

• MBA or master's degree.
• Lean, Six Sigma, project management, or change management certification.
• Experience in life sciences, bioproduction, manufacturing, regulated industries, or digital customer operations transformation.

What We Offer

Competitive compensation and annual incentive opportunity; benefits beginning on day one; 401(k) with company match and Employee Stock Purchase Plan; career development in a global organization; and relocation assistance where approved and applicable.

Our Mission and Culture

Our Mission is to enable our customers to make the world healthier, cleaner and safer. We value diverse experiences, backgrounds, and perspectives and work together to accelerate research, solve complex scientific challenges, drive innovation, and support patients in need.

Compensation and Benefits

The salary range estimated for this position based in Massachusetts is $140,000.00–$180,000.00.

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: