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Director, Customer Care

Director, Customer Care

Thermo Fisher Scientificbangalore, India
2 days ago
Job description
  • Build, recruit, and direct a high-performing team of managers, supervisors, team leads, and team members to support our vision and mission.
  • Formulate and put into effect plans for Customer Engagement and implementation.
  • Lead and support employees to ensure balanced goals are achieved across employee, customer, financial, and regulatory objectives.
  • Spearhead change initiatives in Bangalore, India, focusing on optimizing regional structure and growth.
  • Identify revenue opportunities and partner with divisional sales leads on growth strategies.
  • Lead regional integration initiatives, building scalable solutions for future growth.
  • Establish and implement performance standards and metrics to achieve operational results and meet Service Level Agreement (SLA) targets.
  • Assess and enhance business processes and workflows to increase efficiency and effectiveness.
  • Understand key market trends and implement initiatives to build a world-class customer care function.
  • Analyze and suggest efficient technology solutions with the operations team.
  • Communicate changes in processes, policies, practices, or procedures clearly and expediently.
  • Handle critical issues and challenging customer situations, ensuring effective use of business systems and technology.
  • Benchmark customer care operations against competitors and industry leaders.
  • Collaborate with information technology to deploy systems-related projects.
  • Establish and roll out tactics to boost customer interactions, elevating happiness and operational efficiency.
  • Foster an environment of continuous improvement through analytics, feedback, idea generation, benchmarking, and training.
  • Promote and maintain a safe and high-quality work environment for employees.

    • Minimum Qualifications :

    • Bachelor’s degree in a business-related field or equivalent experience.
    • Proven experience in leading customer service organizations at a senior management level.
    • Extensive background in nurturing leadership skills in a Customer Care setting.
    • Validated skill in handling large teams, over 150 members.
    • Proficient in English (verbal and written).
    • Ability to travel regionally and internationally.
    • Proficiency in crafting and implementing customer engagement plans through different communication platforms.
    • Demonstrated history of achieving balanced business goals.
    • Ability to plan work and operate with high autonomy.
    • Experience collaborating with support partners and leading budgets.
    • Experience leading large-scale operational changes.
    • Proficient in crafting and implementing business continuity and emergency plans.
    • Skilled in leading teams in both onsite and hybrid setups.
    • Willingness to work in the Eastern Time zone (night shift in India).
    • Amenable to working onsite.
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    Customer Care • bangalore, India