Global Customer Service Process Owner
Bio-Rad Laboratories
Global Customer Service Process Owner
Bio-Rad Laboratories
Life science reagents, instruments, software
As the Global Customer Service Process Lead, you will serve as the Global Process Owner for Customer Service and Customer Technical Support, shaping the strategy, governance, and continuous improvement of end-to-end customer care processes across 37 countries. You will lead the harmonization and transformation of global processes, tools, operating models, and ways of working to deliver consistent, scalable, and high-quality customer experiences across a diverse clinical diagnostics and life science portfolio. Working across regions and functions, you will help build a culture of process discipline, continuous improvement, and customer-centricity while ensuring global standards meet regional and regulatory requirements.
Lead global Customer Care process strategy and governance, serving as the Global Process Owner for Customer Service and Customer Technical Support and driving standardized, scalable, and compliant processes across 37 countries.
Transform the end-to-end customer experience by harmonizing Customer Service and Customer Technical Support processes, tools, escalation paths, technical inquiry handling, and case-resolution workflows.
Shape the global Customer Care operating model by assessing organizational design, role clarity, regional alignment, spans of control, capabilities, and decision rights, and defining future-state global and regional structures.
Drive process and technology transformation, including evaluating the global Order Entry structure and identifying system enhancements and AI-enabled capabilities that improve efficiency and standardization while addressing regional requirements.
Lead change management and global adoption by partnering with GCO Commercial Training to develop and deploy training materials, SOPs, and toolkits for new processes and systems, while engaging stakeholders and fostering a culture of continuous improvement and customer-centricity.
Bachelor’s degree in Business, Operations, Supply Chain, Engineering, Life Sciences, or a related field; a Master’s degree is preferred.
Lean / Six Sigma certification and demonstrated expertise in process improvement, standardization, and operational excellence.
Deep Customer Service expertise gained in a global role, with experience leading or influencing customer-facing processes across multiple countries or regions.
Experience with systems requirements and technology-enabled transformation, including an understanding of how AI capabilities can support process standardization, efficiency, and customer experience.
Strong organizational design and change management experience, with the ability to assess operating models, roles, responsibilities, capabilities, and regional structures and translate strategy into sustainable global execution.
Who we are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.
Benefits: Bio-Rad's biggest asset is its people, and the reason why our Total Rewards deliver programs that provide value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Our robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee’s work and life cycle. We’re proud to offer a variety of options, including:
Life science reagents, instruments, software
Bio-Rad Laboratories, Inc. develops, manufactures, and sells a wide range of tools for life science research and clinical diagnostics, including reagents, instruments, and software. The company serves universities, pharmaceutical and biotech firms, and clinical laboratories, providing products that support cell biology, gene expression, protein purification, and imaging. Its products are sold through a dedicated direct sales force and online channels, with revenue from product sales and service contracts. The company emphasizes quality and reliability in its offerings. The main difference from competitors is its broad, integrated portfolio of end-to-end solutions across research and clinical applications, combined with a global sales and support network. Bio-Rad’s goal is to help researchers and clinicians advance scientific discoveries and improve patient outcomes by enabling accurate experiments and dependable diagnostics.
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