Senior Manager, Customer Service

About the role

Thermo Fisher Scientific is seeking a Senior Manager to lead its Customer Service organization. In this role you will shape the customer care strategy, drive operational excellence, and foster a culture of continuous improvement across a large, matrixed team.

Key responsibilities

• Define and execute strategic initiatives that enhance the overall customer experience.
• Lead a team of 40‑50+ direct reports through supervisors and team leads, ensuring high performance and engagement.
• Collaborate with commercial partners and cross‑functional stakeholders to align service delivery with business objectives.
• Manage operational budgets, service level agreements, and key performance indicators.
• Implement process‑improvement and automation projects, leveraging best‑practice standards.

Required profile

• Advanced degree with 6+ years of experience, or bachelor’s degree with 8+ years in a customer‑service leadership role.
• Proven track record in stakeholder management and influencing senior leadership.
• Strong communication and relationship‑building skills across all organizational levels.
• Fluency in English; additional languages are a plus.

Required skills

• Experience with CRM systems.
• Experience with ERP platforms.
• Proficiency in Microsoft Office suite.