Manager, Global Process Owner – Customer Care

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

About Thermo Fisher Scientific:

Thermo Fisher Scientific Inc. is the world leader in serving science. Our global team of colleagues is united by a shared mission: to enable our customers to make the world healthier, cleaner and safer.

When you are part of Thermo Fisher Scientific, you’ll do meaningful work that makes a real-world impact, from helping customers find cures for cancer and protecting the environment to helping ensure the safety of our food. You’ll have opportunities to contribute, grow professionally, and collaborate with colleagues across our global organization while being supported in achieving your career goals.

The Manager, Global Process Owner – Customer Care will be pivotal in leading and executing comprehensive process transformation initiatives within the Customer Care workstream and will be accountable for process-related deliverables in transition projects. This includes overseeing the transformation funnel, collaborating with various stakeholders, and supporting seamless migrations and transitions in accordance with the Invest and Shift methodology. Overall, the Manager will be instrumental in enabling successful activity migrations to GBS, achieving efficiency targets, driving process standardization, and enhancing customer experience.

Key Responsibilities:

- Understand the transformation portfolio of the Customer Care workstream and drive and own key priority initiatives.
- Support migrations and transitions, owning and driving process-related deliverables, particularly during the Strategize and Design phases.
- Map and assess current-state processes, identify improvement and standardization opportunities, and design future-state processes.
- Understand and apply the Invest and Shift methodology throughout transition initiatives.
- Partners with Operations teams, Business Opex teams, PPI, Digital Enablement, and other key stakeholders to drive balanced end-to-end process improvements globally that align with business strategy.
- Assess and articulate business requirements and proactively identify process simplification and standardization opportunities that can enable automation and digital transformation.
- Develop clear and comprehensive process maps and process documentation to support process design, governance, standardization, and transition activities.
- Navigate evolving business priorities, organizational requirements, and transformation needs, adapting plans and approaches while maintaining focus on key objectives and deliverables.

Minimum Requirements/Qualifications:

- Bachelor's degree in a related field.
- 8+ years of work experience, including 5+ years of process improvement experience within a shared services environment or in a consulting capacity.
- Prior experience within Thermo Fisher Customer Care and Global Process Governance.
- Understanding of the Thermo Fisher transition methodology.
- Strong knowledge of Customer Care systems and process landscape, with familiarity with the process taxonomy and Promapp structure.
- Proficiency in Microsoft Visio, including the ability to develop clear current-state and future-state process maps, process flows, and supporting process documentation.
- Demonstrated ability to work effectively with multiple levels of leadership, both internally and externally, and to influence peers and senior management within a sophisticated, geographically dispersed matrix organization.
- Self-directed, sophisticated, and customer-centric change agent who thrives in a bold and changing environment.
- High degree of adaptability and resilience, with demonstrated ability to operate effectively amid constant change, shifting priorities, evolving requirements, and ambiguity while maintaining delivery commitments.
- Highly collaborative; aligns with colleagues and business partners to deliver results while improving the success of all contributors.