Director, Customer Service: Life Technologies

DIRECTOR, CUSTOMER SERVICE (REQ. 2273BR)

ONLINE APPLICATIONS ONLY PLEASE: https://sjobs.brassring.com/1033/ASP/TG/cim_jobdetail.asp?partnerid=25196&siteid=5146&AReq=2273BR&Codes=Hotjobs

Life Technologies customers do their work across the biological spectrum, working to advance personalized medicine, regenerative science, molecular diagnostics, agricultural and environmental research, and 21st century forensics. The company had sales of more than $3 billion, employs approximately 9,500 people, has a presence in more than 100 countries, and possesses a rapidly growing intellectual property estate of approximately 3,600 patents and exclusive licenses. Life Technologies was created by the combination of Invitrogen Corporation and Applied Biosystems Inc.

Life Technologies is seeking an experienced Customer Service Leader.

Position Title: North America Customer Service Director

Reports To: Vice President, Global Customer Care

Position Objective:

Lead North America , multi-site, customer service call center team of 225+ team members in a variety of strategic and day to day operational areas including, but not limited to, workforce management, quality assurance and training. The CS Director develops and directs the management of the Customer Service function to ensure customer satisfaction, improved operational efficiency, and low abandonment.

Essential Functions:

· Coach and lead team of Managers, Supervisors, Leads and Frontline Team Members.

· Evaluate and facilitate changes to business processes and workflow to deliver maximum productivity at minimized cost. Understand key market trends and implement improvement initiatives to build world class call center operation.

· Analyze and recommend cost-effective technology solutions

· Establish and implement performance standards and metrics.

· Plan and communicate changes in processes, policies, practices or procedures in a clear, concise and expedient manner throughout the organization

· Build the human resources capability within the Customer Service organization, optimizing organizational design and functional excellence.

· Define, monitor, report and control North America CS budget.

The successful candidate must have the presence, visibility and personality that will enable them to quickly establish credibility through all levels of the organization. He/She must be self confident, bright, and possess the right balance of both strategic and tactical thinking. He/She should feel confident influencing and coaching senior leadership and executives on key matters. He/She must be a strong relationship builder and be comfortable in a highly matrixed environment.

Educational requirements:

Requires Bachelor’s degree – business related degree preferred.

Experience requirements

Broad technology and commercial orientation with 7-10 years minimum directly related experience in an industry leading customer service organization with senior management experience (leading managers of people). Ideally the individual will have worked in a progressive, fast paced, rapidly growing business. Some experience with mergers and acquisitions is a plus.

Travel:

Must be able to travel 25% of the time, predominantly in US, some international.

Our systems, consumables and services enable researchers to accelerate scientific exploration, driving to discoveries and developments that make life even better.

This position is eligible for relocation benefits.

We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.