Director of Global Customer & Shared Services Operations

Location: Poland

Responsibilities

Location Kraków, PL Job
-057548

Purpose

The Director of Global Customer & Shared Services Operations oversees the centralized functions that support how the Laboratory Service business manages contracts, invoicing, shared workflows, and cross-account operational capabilities. The leader is essential to ensure that customer agreements are executed accurately, shared processes are standardized, scalable, and digitally enabled, and that the organization maintains Lean, continuous improvement operations. The role is critical in driving operational consistency, reducing friction between commercial and operational teams, and improving the customer experience across the entire contract-to-cash lifecycle.

The Director will be a driver behind building, maintaining, and tracking cross-functional dependencies, achieving requirement alignment, and resolving program roadblocks.

Hybrid working model, Krakow, Quattro Business Park

More information about Perkin Elmer and our business :
Perkin Elmer | Science with Purpose

More information about our One Source services:
One Source Laboratory Solutions | Perkin Elmer

Role responsibilities:

Process Optimization, Standardization & Shared Services (Core Focus)

* Identify and execute opportunities to improve, automate, and standardize business transactional processes globally.

* Design and manage shared operational workflows that support multiple accounts, including onboarding, account maintenance, reporting, service configuration and renewal.

* Drive standardization across teams to reduce variability, improve service delivery consistency and scalability.

* Establish SLAs, KPIs, and communication frameworks to ensure transparency and accountability, and use these operating metrics to identify challenges and opportunities within the team.

* Embed a Lean culture and continuous process improvement across the Operations organization.

* Lead root cause analysis into non-consistent outcomes and implement targeted results.

Contract & Customer Operations

* Oversee end-to-end contract administration, including intake, review workflows, approvals, amendments, renewals, and repository management.

* Partner with Legal, Sales, Finance, and Operations to ensure contract terms are operationally executable and aligned with business policies.

* Maintain contract governance frameworks, audit readiness, data controls, and compliance with regulatory and internal requirements.

* Drive customer satisfaction by controlling and improving the services delivered to customers.

Invoicing, Vendor Management & Cost Effectiveness

* Lead centralized invoicing processes, ensuring accuracy, timeliness, and alignment with contract terms.

* Support the Procure-to-Pay (PtP) team in invoice review, open payments, and proposals, while providing guidance in the debit memo and chargeback creation process.

* Drive focus on open purchase order items and enforce accountability to vendors.

* Document and challenge cost avoidance initiatives and tracking, identifying opportunities to increase the value proposition of the Global Shared Service through restructuring and centralization.

* Partner with Finance and Revenue Cycle teams to resolve discrepancies, improve cash flow, and reduce billing related customer escalations.

* Technology, Tools & Change Management

* Collaborate with technology teams to deploy workflow automation, contract lifecycle management tools, billing platforms, and shared service dashboards.

* Serve as a key knowledge driver for workflow tools including SFDC, Service Max & SAP.

* Ensure data accuracy, system alignment, and visibility across the contract-to-cash ecosystem.

* Lead teams comfortably through process and system transformations as a champion of Change Leadership.

Qualifications:

Experience & Education

* Bachelor's degree in Business, Operations, Finance, or a related field.

* 8+ years of experience in contract operations, revenue operations, shared services, or commercial operations.

* Strong understanding of contract lifecycle management, billing processes, and cross functional workflow design.

* Proven ability to lead teams and manage complex, multi stakeholder processes.

* Experience leading…