Leica Biosystems · 14 hours ago
Senior Manager, Customer Care
Deer Park, IL
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $150K/yr
5+ years expLeica Biosystems is a global leader in cancer diagnostics, dedicated to transforming lives through innovative solutions. The Senior Manager, Customer Care will lead a high-performing team, ensuring service excellence and compliance throughout the order-invoice process while driving continuous improvement initiatives.
BiotechnologyMedical DeviceTherapeutics
Responsibilities
Lead and develop a team of Customer Care Supervisors, Senior Customer Care Specialists, and Customer Care specialists who are responsible for processing global customer orders for multiple regions. Working alongside your CoE Colleagues in the Regional Customer Care teams across EMEA and APAC
Accountable for daily service operations and visual management (QDIP/Daily Management) coordinating work allocation, ensure the teams run huddles, track KPIs, and implement countermeasures. Ensure activities and tasks are prioritized by priority and customer readiness. Manage operational data through visual management, KPI tracking and measurement, and daily management processes
Accountable for end-to-end standard work compliance across order-to-invoice, returns, complaint handling, and dispute management, making improvements and recommendations where necessary. Manage and resolve complex escalations and customer disputes implementing countermeasures as necessary; collaborate with Sales, Service, Finance, Logistics, and Credit to resolve issues and protect customer experience
Ensure the Customer Care team are resourced to serve the needs of the commercial organization, through effective workforce planning, and capacity management. Accountable for hiring, onboarding, performance management and career development, mentor and coach team members; provide guidance in problem resolution, professional interactions to ensure excellent customer care across multiple channels
Drive continuous improvement using DBS tools (Standard Work, Kaizen, PSP, 5S); remove process bottlenecks, reduce cycle time, and improve quality. Lead cross-functional projects (e.g., e-commerce, phone conversion, telephony changes, policy updates) that enhance service delivery. Develop and deliver operational reports and insights to leadership; oversee root cause analysis and implement corrective actions for recurring issues
Qualification
Required
Associate or bachelor's in business administration, operations management, or related field
Minimum 5 years of experience leading, developing, and performance management of a team including ownership of the annual associate performance review
Demonstrated process orientation including order-to-invoice processes, customer escalations, and dispute management while maintaining a focus on delighting customers
Track record of taking a proactive and agile approach capable of working autonomously, demonstrating strong critical thinking skills to effectively address challenges within tight deadlines
Experience presenting operational data via visual management, tracking and measuring KPI, and running daily management processes
Strong lean to seek, understand, utilize, and implement technology (such as OCR, AI, EDI, WalkMe) to improve order process efficiency and speed time to associate impact
Preferred
Experience in Life Sciences, Medical Devices, or Diagnostics industry with understanding of regulatory requirements
Previous exposure to Danaher Business System (DBS) tools and continuous improvement methodologies
Proficiency with SAP (ERP) for order management, invoicing, and returns, is a plus
Experience with DBS tools, including PSP, Kaizen, and Standard Work, is a plus
Benefits
Paid time off
Medical/dental/vision insurance
401(k)
Company
Leica Biosystems
Leica Biosystems develops laboratory workflow solutions for anatomic pathology involved in the advancement of cancer diagnostics. It is a sub-organization of Danaher.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashish K. Shah
Chief Financial Officer
Emily Krach, PhD
Business Development Manager, Innovation Partnerships
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