Manager, Global Process Owner - Customer Care

About the role

Thermo Fisher Scientific is looking for a Manager, Global Process Owner - Customer Care. The role leads and executes process transformation initiatives within the Customer Care workstream and owns process-related deliverables in transition projects. It covers the transformation funnel, collaboration with stakeholders and support of migrations and transitions under the Invest and Shift methodology, with the aim of moving activities to GBS, improving efficiency, standardizing processes and enhancing customer experience.

Key responsibilities

• Understand the transformation portfolio of the Customer Care workstream and drive and own key priority initiatives.
• Support migrations and transitions, owning and driving process-related deliverables, especially during the Strategize and Design phases.
• Map and assess current-state processes, identify improvement and standardization opportunities, and design future-state processes.
• Apply the Invest and Shift methodology throughout transition initiatives.
• Partner with Operations, Business Opex, PPI, Digital Enablement and other stakeholders to drive balanced end-to-end process improvements aligned with business strategy.
• Assess business requirements and identify process simplification and standardization opportunities that enable automation and digital transformation.
• Develop process maps and process documentation to support design, governance, standardization and transition.
• Navigate evolving business priorities and organizational requirements, adapting plans while keeping focus on objectives and deliverables.

Required profile

• Bachelor's degree in a related field.
• 8+ years of work experience, including 5+ years of process improvement experience in a shared services environment or in a consulting capacity.
• Prior experience within Thermo Fisher Customer Care and Global Process Governance.
• Understanding of the Thermo Fisher transition methodology.
• Strong knowledge of Customer Care systems and process landscape, including the process taxonomy and Promapp structure.
• Ability to work with multiple levels of leadership in a geographically dispersed matrix organization and to influence peers and senior management.
• Self-directed, adaptable and highly collaborative change agent.

Required skills

• Proficiency in Microsoft Visio, including current-state and future-state process maps, flows and documentation.
• Process mapping and process documentation.