Senior Manager, Customer Care

Leica Biosystems

Deer Park, United States
Base: $120,000-$150,000; bonus/equity: eligible fo...
Fully remote
End-to-end service operations
Order-invoice process management
Customer escalations and dispute resolution
The Senior Manager, Customer Care is responsible for leading a high-performing Customer Care team and end‑to‑end service operations throughout the order-invoice process across one of our core portfolios (Instruments or Consumables)

Job Summary

  • The Senior Manager, Customer Care is responsible for leading a high-performing Customer Care team and end‑to‑end service operations throughout the order-invoice process across one of our core portfolios (Instruments or Consumables).
  • This position reports to the Senior Director , Global Customer Care and is part of the Global Customer Care Centre of Excellence (CoE) located in Deer Park, IL, and will be an on-site role.
  • Leica Biosystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives.

Matching Summary

The Senior Manager, Customer Care is responsible for leading a high-performing Customer Care team and end‑to‑end service operations throughout the order-invoice process across one of our core portfolios (Instruments or Consumables).

Salary

Base: $120,000-$150,000; Bonus/Equity: eligible for bonus/incentive pay; Benefits: comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k)

Skills & Requirements

Must-have

  • End-to-end service operations
  • Order-invoice process management
  • Customer escalations and dispute resolution
  • Visual daily management (QDIP)
  • Continuous improvement using DBS tools
  • Workforce planning and capacity management

Nice-to-have

  • Culture of belonging
  • Innovating at the speed of life
  • Transforming lives through diagnostics
  • Collaborative global community

Key Requirements

  • Minimum five years of leadership experience
  • Associate's or Bachelor's degree
  • Demonstrated process orientation
  • Proactive and agile approach
  • Experience presenting operational data
  • Lean experience with technology implementation

Work Rights

Not specified

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