Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

The Director SUD Customer Operations & Support position is based in Logan, UT USA

A Day in the Life

• Responsible for team talent identification, selection, and development of an organization of sixty with direct leadership of six individuals located in Logan, UT, Cramlington, UK, Millersburg, PA, and Santa Clara, CA
• Able to efficiently develop business strategy in alignment with SUD and CO&S goals as well as define and implement the tactical realization of objectives
• Identifies capability gaps and crafts comprehensive support and strategies to address them through talent, tools, or process improvement.
• Accountable for key performance indicators including leading practical performance improvement efforts to improve results
• Collaborates with internal teams to remove shipment barriers, ensuring timely delivery of SUD products for all customers in support of SUD Flexibles and BEA business units.
• Partners with BPG commercial, supply chain, and business unit leadership to optimize business results and customer and colleague experience
• Collaborate with BPG CO&S peers supporting BCD, PPA, and APJ to align processes and standardize the customer experience
• Champion standardization of operational process for SUD CO&S teams in Millersburg PA, Logan UT, Santa Clara CA, and Cramlington UK to advance methods, procedures, and drive continuous improvement and standardization
• Responsible for Logan CO&S daily operations while supporting site level priorities and team development
• Optimizes business quarterly results with validated personal ownership of goals and intensity for execution
• Builds a culture that encourages employee involvement in continuous improvement and daily learning, prioritizing talent growth at Thermo Fisher Scientific.
• Proficient in process improvement event design and execution, including crafting engaging cross functional participation.
• Holds team and cross functional partners accountable to team priorities and performance metrics
• Empowers SUD organization to prioritize the customer experience by taking ownership of our Customer Allegiance Score process and using feedback to fuel operational improvement.
• Actively seeks opportunities to automate, digitize, and standardize processes to improve efficiency without jeopardizing service levels

• Strong record of leading organizations through tools, process, and organizational change to improve operational performance
• Strong orientation to use of data for decision making and compelling cross functional organizational change
• Experience leading customer service teams with a record of delivering business results while crafting an excellent customer experience.
• Ten or more years leading and developing organizations
• Strong record of driving operational excellence and process improvement initiatives passionate about Key Performance Indicators across organizations
• Excellent communication, interpersonal, and influencing skills.
• Capable of working across all functions and levels of the Single Use Division and Customer Operations & Support
• 4 year college degree required

• Benefits start on day one
• 401K with up to 6% company match and Employee Stock Purchase Plan
• Competitive salary and annual bonus
• Regular employee activities
• A fast-paced, clean, and modern work environment that values your safety, ideas, and physical & metal health