Director, Business Optimization - Global Customer Care Operations

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. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.

At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind 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. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. 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.

The Director, Business Optimization – Global Customer Operations will play a critical role in building and maturing the Global Customer Operations Center of Excellence. This is a hands-on transformation role responsible for strengthening how Global Customer Care operates across people, process, systems, workforce planning, and performance management. This leader will help create a consistent, scalable, and repeatable customer experience by standardizing global ways of working, building learning and development capability, driving continuous improvement, enabling technology adoption, and installing the operating rhythms needed to manage capacity, productivity, service levels, and customer experience. The role requires someone who can operate strategically while staying close enough to the work to build, deploy, inspect, and sustain change.

This position reports to the Senior Director, Global Customer Care and is part of the Global Customer Care Center of Excellence located in Deer Park, IL and will be an on-site role.

In this role, you will have the opportunity to:

• Build and mature the Global Customer Care Business Optimization function, establishing a scalable global Centre of Excellence (CoE) and driving continuous improvement through structured intake, prioritization, execution, impact tracking, and sustainment
• Establish and govern a standardized learning and development framework covering onboarding, role-based training, retraining, leadership development, policy/process deployment, and associate readiness
• Own and continuously improve Global Customer Care standard work, SOPs, process playbooks, job aids, knowledge management practices, and process governance while leading global process standardization with appropriate regional and local flexibility
• Partner with Danaher Business System leaders to embed Lean principles, problem solving, Kaizen, PDCA, process confirmation, daily management, and operational excellence practices across Customer Care operations. Translate operational data into actionable staffing, training, and process improvement insights while partnering with Customer Care, Commercial, Sales, Supply Chain, Finance, IT, Quality, and regional teams to deliver measurable improvements in quality, productivity, service levels, process adherence, and customer experience
• Collaborate with IT, Business Applications, Analytics, and cross-functional stakeholders to identify, implement, and drive adoption of automation, workflow, SAP, Salesforce, reporting, knowledge management, AI-enabled solutions, and other system enhancements through effective change management and business readiness

The essential requirements of the job include

• Bachelor’s Degree with 10+ years OR Associate’s Degree with 12+ years OR High School Diploma/GED with 14+ years leadership experience in Customer Care, Customer Operations, Commercial Operations, Business Process Excellence, Order Management, Workforce Planning, or related operational functions, ideally within large, complex, matrixed organizations with global or multi-regional scope
• Demonstrated success leading transformation initiatives, including process standardization, change management, operational improvement, and deployment of standard work, SOPs, process documentation, training materials, and adoption plans
• Strong expertise in Customer Care and order-to-cash operations, including customer inquiry management, service level management, operational performance, capacity planning, workload forecasting, productivity modelling, and KPI governance
• Proven application of continuous improvement methodologies, including Lean, DBS, Kaizen, PSP, PDCA, Six Sigma, or similar frameworks, with the ability to translate operational challenges into process, training, system, data, workforce, and performance management solutions
• Strong analytical, influencing, and leadership skills, with experience using operational data and KPIs to identify gaps, prioritize actions, and drive countermeasures across functions, regions, and organizational levels

Travel, Motor Vehicle Record & Physical/Environment Requirements

• Ability to travel approximately 20-30%, including overnight and international travel for workshops, Gemba, Kaizen events, training deployment, and regional implementation support

It would be a plus if you also possess previous experience in:             

• Regulated industries such as life sciences, diagnostics, medical devices, healthcare, manufacturing, or similar environments, with strong understanding of customer operations and compliance requirements
• Hands-on experience with enterprise systems and digital capabilities, including SAP or other ERP platforms, Salesforce or other CRM/case management tools, Power BI/Tableau analytics, workflow automation, knowledge management solutions, AI-enabled tools, and broader digital transformation initiatives
• Proven ability to build workforce planning models and learning & development programs for operational teams, while partnering cross-functionally with Sales, Commercial Operations, Supply Chain, Finance, IT, and Quality to resolve customer-impacting process and operational issues with formal continuous improvement certification e.g. Lean, Six Sigma, or DBS

Leica Biosystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

The annual salary range for this role is $170,000-$190,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future. 

This job is also eligible for bonus/incentive pay. 

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees. 

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. 

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

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