Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Join Thermo Fisher Scientific for challenging work in a team valuing performance, quality, and innovation.
Location/Division Specific Information
Budapest, Costa Rica Hybrid Role / IES Service Customer Care Center of Excellence - Business Transformation
Position Overview
Our Service and Support teams' efficiency is a key advantage for the company.
The Customer Care Service CoE plays a vital role in strengthening and enabling commercial success. It crafts the global Remote Service strategy and execution, enables strategy implementation, and playbooks for process alignments across the remote teams, hand in hand with the Global Service and Support Division leaders.
Lead the Business Transformation projects for Customer Care Service CoE, defining global service standards.
This role is accountable for all Customer Experience Measurements and Methodology for Customer Care Service CoE.
Implement strategic plan for technology and migration timelines. Align important metrics, performance dashboards, training, process documentation, and global projects for effective service delivery.
The successful candidate will report directly to the Director of Business Transformation, Customer Care Service CoE.
What you will do
- Drive execution and success of the program across all regions and divisions.
- Drive standardization and harmonization across service businesses through data, processes, and metrics.
- Lead successful projects through industry-recognized, outstanding project management standards.
How will you get there?
- Bachelor’s Degree or equivalent experience in Life Sciences field required.
- Minimum 2–3 years of experience in process implementation, or a related field.
- Act as a liaison between commercial teams and order management, ensuring seamless communication and alignment on objectives.
- Analyze current workflows to identify inefficiencies and suggest improvements using AI, automation, and digital tools.
- Key interpersonal savvy skills to influence key matrix partners.
- Ability to travel domestically and internationally approximately 25% of the time.
- Demonstrated experience in leading a large-scale global organization.
- Proven excellence in communication, negotiation, presentation, and interpersonal skills.
- Strong PPI approach – able to drive efficiency and balanced improvements. PMP certification preferred.
Working Conditions
- Works in an office environment with potential for a couple of remote days.
- We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
Top Skills
What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
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