The effectiveness, scope and depth of our Service and Support teams have, and will continue to be, a competitive advantage for the company. The core strategy of our customer facing teams across the company is to make it easier for our customers to do business with us. As Customer Care Service Center of Excellence (CoE) we **Simplify the Customer Journey **and** Unlock Organizational Scale **by building a **Shared Entry Platform** into the Thermo Fisher service organizations by aligning our operating mechanism and defining a gold standard within the company. We thrive for aligned and connected global processes, systems and teams to cater for our Divisions Customers clinical and strategic needs.
The Customer Care Service CoE plays a vital role in strengthening and enabling commercial success, shapes 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.
As the Senior Project Manager for Business Transformation for Customer Care Service CoE, you will be responsible to understand our customers' needs, and provide the strategic direction and guidance to define a global standard for how we deliver service and value to our customers pre-and post-sale across multiple businesses, geographies and in numerous languages worldwide.
This role is accountable for all Customer Experience Measurements and Methodology for Customer Care Service CoE.
Key responsibilities include the execution of the strategic plans for both technology and migration timeline. Deploying and aligning KPIs, performance dashboards, training, process documentation as well various projects across the globe and across the different service businesses to ensure strong and aligned service delivery of support for internal and external customers in alignment with matrixed functions.
**Key requirements and tasks**:
**Execution of strategic and project vision of program**:Drive execution and drive success of the program across all regions and if applicable all divisions included. **Operational Excellence**:Drive standardization, harmonization across service businesses to ensure accountability at all levels of the organization through data, process and metrics which will be accomplished through close partnership with IT, service functions, and business analysts. **Project Management**: Experience as leading successful projects through industry - recognized, best - in - class project management standards. Other projects will be assigned based on workload availability.
**How will you get there?**
- Bachelor's Degree or equivalent in experience in Life Sciences discipline required.
- Key interpersonal savvy skills that can be used to influence key matrix partners.
- Ability to travel domestically and internationally approximately 25% of time.
- Proven experience, comfort and familiarity leading a large scale global heavily metrics driven organization, with the ability to understand the data and derive action plans from that data.
- Proven success in building collaborative partnerships with field teams (Service Sales, Instrument Sales, Field Management) and internal organizations (Marketing, Service Development, Regulatory & Quality, R&D, Manufacturing, Operations and facilities).
- Proven excellence in communication (verbal and written), negotiation, presentation, and interpersonal skills.
- Strong PPI approach - able to drive productivity and sustainable improvements. PMP certification preferred.
**Knowledge, Skills, Abilities**
- Fluency in English (verbal and written)
- Project management skills and capabilities (planning tools, defining deliverables, business case and baseline development)
- Experience in successfully leading project deliverables and working on big projects.
- Ability to work independently, within a team, and collaboratively across teams.
- Capable of handling multiple projects and deadlines simultaneously.
- Excellent presentation, verbal, and written communication skills across all levels of the organization.
- Proven track record of following through on commitments.
- Good planning, organizational, and time management skills.
- Team Player, able to work effectively with others.
- Ability to deal with highly sensitive information in line with confidentiality expectations.
- Good MS Office (Word, Excel, and Outlook) skills.
Working Conditions:
- Works in an office environment. Domestic and international travel may be 0 - 25%
- We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.