Senior Manager, Regional Customer Care – EMEA

Overview

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Leica Biosystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter.

By harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. We’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” drives everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most.

You’ll help develop diagnostic solutions that turn anxiety into answers and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact. Learn about the Danaher Business System which makes everything possible.

Step into a pivotal leadership role as a Senior Manager, Regional Customer Care – EMEA
, where you’ll lead and inspire a high-performing team of Regional Customer Care Operations Leads throughout the EMEA region. You are part of the Global Customer Care Centre of Excellence (CoE) located in Deer Park, Illinois, US, and serve as the vital regional link between the EMEA Customer Care and stakeholders across Sales, Operations, Logistics, IT and Finance—driving collaboration and championing best-in-class customer experiences.

You will take ownership of optimizing every customer interaction, ensuring seamless solutions and swift resolutions to customer challenges. If you’re ready to make a meaningful impact and elevate standards across EMEA, we want you on our team. This position reports to the Senior Director, Global Customer Care, and is located onsite in one of Leica Biosystems’ key locations across Europe or remote.

• Proactively oversee and streamline the end-to-end process, partnering with internal functions to ensure a seamless customer experience, driving improvements, and serving as a Customer Care partner to the EMEA Commercial team. Work with leadership to identify solutions that balance global enterprise processes and local nuances.
• Drive service level agreements (SLAs) and key performance indicators (KPIs) to maximize customer satisfaction across regions, serving as the escalation contact for regional escalations to provide solutions that meet and exceed customer needs.
• Forge strong, collaborative partnerships with regional commercial teams to ensure alignment to the commercial strategy; engage in regional forecasting processes with supply chain, finance, and IT to resolve complex challenges and elevate the customer journey.
• Enable digital adoption in customer care by adopting cutting-edge tools and technologies that boost efficiency and deliver a superior customer experience.
• Ensure the EMEA Customer Care team is resourced to serve the needs of the EMEA Market, aligned to the Global Customer Care CoE, and accountable for hiring, onboarding, performance management and career development; mentor and coach team members and provide guidance in problem resolution and professional interactions across multiple channels.
• Drive continuous improvement and operational excellence by implementing the Danaher Business System (DBS) tools and methodologies throughout all customer care functions.

• BA/BS Degree in Business Administration, Operations Management, or related field
• Extensive experience directly managing customer care operations in EMEA and working closely with regional and global leadership
• Proven track record of driving processes and process improvements (Lean, Six Sigma, or similar) in a complex manufacturing or distribution environment, working in a dynamic environment and in a matrix structure
• Strong…