Manager, GBS Customer Care Operational Excellence & Governance

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.

Job Title: Manager, Customer Care Global Operations

Reports to: Sr. Manager, Customer Service

Career Band: 7

Position Location: Budapest, Hungary

Position Summary:

The Manager, GBS Customer Care Operational Excellence & Governance is responsible for leading and strengthening the governance, knowledge management, business intelligence, and process management capabilities supporting GBS Customer Care globally.

The role provides leadership to the Knowledge Retention and Business Intelligence team and oversees a broader tactical governance capability responsible for maintaining the standards, frameworks, taxonomies, policies, performance measures, and governance mechanisms that enable consistent and effective Customer Care operations across supported business groups.

The Manager acts as a key connection point between Customer Care Operations, Business Process Leads, Digital Enablement, Transformation and other functional stakeholders to ensure that operational processes, knowledge, performance measures and governance standards are clearly defined, maintained, controlled and continuously improved.

A core responsibility of the role is to establish sustainable governance practices that create transparency and accountability while enabling the organization to adapt effectively to business and process changes. This includes oversight of process governance frameworks, taxonomy and Promapp governance, policy development and maintenance, process change management strategies, KPI and SLA governance, knowledge retention, business intelligence, and the applicable internal audit program.

The role leads multiple capabilities and team members across different career bands and requires strong people leadership, systems thinking, stakeholder management, governance expertise and the ability to translate strategic priorities into practical and sustainable operating mechanisms.

Key Responsibilities:

• Lead, coach and develop the Knowledge Retention, Business Intelligence and tactical governance teams, ensuring clear priorities, strong performance and continuous capability development.
• Own and continuously improve the Customer Care process governance framework, ensuring appropriate standards, controls, ownership and governance mechanisms are established across global operations.
• Oversee process taxonomy and Promapp governance, ensuring process structures and documentation are accurate, standardized, appropriately controlled and maintained across supported business groups.
• Lead the development and maintenance of governance standards and process change management approaches, ensuring changes are effectively assessed, communicated and embedded.
• Provide strategic oversight of Knowledge Retention and Business Intelligence, ensuring critical operational knowledge is sustained and reliable business insights support operational and leadership decision-making.
• Own governance of the Customer Care KPI library and support Operations and business stakeholders in developing, standardizing and maintaining meaningful KPIs and SLAs.
• Partner with Customer Care leadership, Digital Enablement, Transformation and other stakeholders to drive standardization, operational excellence and continuous improvement across the global organization.
• Identify governance risks, gaps and improvement opportunities and provide leadership with appropriate visibility, recommendations and escalation.
• Lead and support cross-functional governance initiatives, translating strategic priorities into practical and sustainable operating mechanisms.

Key Expectations

• Operate effectively in a complex, global and matrixed environment with multiple business-group requirements and stakeholder priorities.
• Balance governance and control with practical operational needs, ensuring frameworks enable the business rather than create unnecessary complexity.
• Demonstrate strong people leadership and create an environment of accountability, collaboration and continuous development.
• Think systemically and understand the relationships between processes, knowledge, data, performance measures, policies, controls and organizational change.
• Translate strategic direction into practical governance frameworks and sustainable operating mechanisms.
• Use data and structured analysis to identify risks, trends and opportunities and support informed decision-making.
• Demonstrate a continuous improvement mindset and proactively challenge unnecessary complexity.

Skills & Capabilities

• Strong people leadership, coaching and team-development capabilities.
• Strong understanding of operational excellence, process management and governance principles.
• Experience designing, implementing or managing process governance frameworks.
• Experience with process documentation and process-management platforms; experience with Promapp or comparable systems is preferred.
• Experience with KPI development, metric definition, performance-management frameworks and/or SLA development.
• Understanding of policy and standards development and lifecycle management.
• Strong change-management capability and experience supporting complex operational or process changes.
• Experience with audit, controls, compliance or operational assurance activities is preferred.
• Excellent written and verbal communication skills, including the ability to communicate complex concepts clearly to senior and non-technical stakeholders.

Experience:

• 5+ years of relevant experience in Operational Excellence, Process Governance, Customer Care Operations, Shared Services, Process Management, Continuous Improvement or related fields.
• Demonstrated experience leading teams and developing professional capabilities.
• Proven experience establishing or managing governance frameworks, standards or operating mechanisms.
• Experience working with senior leadership and influencing decisions across organizational boundaries.
• Experience supporting global Customer Care, service operations or comparable operational environments is preferred.
• Bachelor's degree in Business, Operations, Business Analytics, Data Science, Information Technology, Engineering or a related field required.
• Master's degree or equivalent relevant experience preferred.
• Relevant qualifications in Operational Excellence, Lean/Six Sigma, Process Management, Change Management, Project Management, Data/Analytics or related disciplines are advantageous.