Global Customer Service Process Lead

The (Sr. Director or Director), Global Customer Care Process Lead serves as the Global Process Owner (GPO) for Customer Service and Customer Technical Support, setting the strategic direction, governance, and continuous improvement of end-to-end processes across a diverse clinical diagnostics and life science portfolio, with strong integration of Customer Service & Customer Technical Support processes, tools, escalation paths, technical inquiry handling, and case-resolution workflows to ensure consistent, high-quality customer outcomes.

Operating across 37 countries with $2.5B in revenue, this director-level role ensures customer-facing processes are harmonized, compliant, scalable, and able to deliver a superior customer experience in a highly regulated, reliability-critical environment.

The role also evaluates Customer Service organizational design, operating model effectiveness, role clarity, regional alignment, spans of control, and capability requirements — leading global organizational work to assess current-state structures, define future-state global and regional operating models, align roles and decision rights, and support organizational changes that enable consistent execution across countries. This includes assessing the global Order Entry structure and identifying system enhancements, including AI-enabled capabilities, to standardize processes and tools while meeting region-specific requirements.

• Partner with GCO Commercial Training to develop and deploy training materials, SOPs, and toolkits for new processes and systems across 37 countries.
• Lead structured change management, stakeholder engagement, and adoption strategies to ensure consistent global execution of process standards and transformation priorities.
• Foster a culture of process discipline and customer-centricity within the global customer service community.

• Education:
  
  Bachelor’s degree required in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field or Master’s preferred in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field.
• Experience and skills in systems requirements including AI, and organizational design.
• Lean / Six Sigma certified.
• Deep knowledge in Customer Service and from previous global role and responsibility.

Bio-Rad is pleased to offer the flexibility of Remote Work for this role anywhere in the U.S.

At Bio-Rad, we’re empowered by our purpose and recognize that our employees are as well. That’s why we offer a competitive and comprehensive Total Rewards Program that provides value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Bio-Rad's robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee’s work and life cycle.

• competitive medical plans for you and your family
• free HSA funds
• a new fertility offering with stipend
• group life and disability
• paid parental leave
• 401k plus profit sharing
• an employee stock purchase program
• a new upgraded and streamlined mental health platform
• extensive learning and development opportunities
• education benefits
• student debt relief program
• pet insurance
• wellness challenges and support
• paid time off
• Employee Resource Groups (ERG’s)

The estimated base salary range for this position is $179,400 to $246,600 at the time of posting. This range is inclusive of all geographic locations within the United States*. Actual compensation will be provided in writing at the time of an offer, if applicable, and is based on several factors we believe fairly and accurately impact compensation, including geographic location,…