Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
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
