Director, Process Excellence Customer Care

Danaher•Deer Park, TX

2d•Onsite

About The Position

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, Process Excellence Customer Care, is responsible for owning and driving global standardization and continuous improvement of Customer Care processes globally in collaboration with the Customer Care Centre of Excellence, Regional Customer Care and Global Commercial Teams. This role defines, governs, and optimizes end-to-end processes, ensuring measurable performance improvements, consistent customer experiences, and compliance with the Danaher Business System. This position reports to the Senior Director, Global Customer Care and is part of the Global Customer Care Centre of Excellence (CoE), located in Deer Park, IL and will be an on-site role. In this role, you will have the opportunity to: Own standard work and processes, drive productivity, quality, and service levels by monitoring process adherence; lead problem-solving efforts (PSP/Kaizen) Lead projects and continuous improvement initiatives to enhance the Global Customer Care CoE by leveraging associate strengths and best practices, while driving end‑to‑end order‑to‑invoice process design, documentation, improvement, and governance. Develop a continuous improvement culture including daily best practices around process confirmation, ongoing training, daily huddles, and PDCA cycles Proactively lead global change management activities for new or improved process rollouts; ensure regional adoption and compliance with new standards Partner with IT and digital teams to translate process requirements into system capabilities including workflow, automation, and knowledge management Build and maintain a global process playbook and training materials; enable process competency through train-the-trainer and competency testing and certification. Run governance forums and audits; manage process exceptions balancing global process with local nuances and drive continuous standardization

Requirements

Associate’s Degree
Multiple years of commercial customer service experience in a customer care or customer-facing role
Demonstrated experience creating and implementing standard work procedures, including positive change management experience
This position requires travel up to 30%, domestic & international, including overnight travel for workshops, gemba and implementation with global team sites across the regions

Nice To Haves

Experience in Life Sciences, Medical Devices, or Diagnostics industry with understanding of regulatory requirements
Leading global process deployments integrating CRM, ERP, and knowledge management solutions.
Hands-on experience with SAP or another ERP for order management and invoicing
Proficiency in English, additional languages is a plus
Experience of Danaher Business System (DBS) tools including PSP, Kaizen, and Standard Work advanced process modelling tools (e.g., Vision, BPMN), analytics (e.g., Power BI/Tableau) and continuous improvement methodologies

Responsibilities

Own standard work and processes, drive productivity, quality, and service levels by monitoring process adherence; lead problem-solving efforts (PSP/Kaizen)
Lead projects and continuous improvement initiatives to enhance the Global Customer Care CoE by leveraging associate strengths and best practices, while driving end‑to‑end order‑to‑invoice process design, documentation, improvement, and governance.
Develop a continuous improvement culture including daily best practices around process confirmation, ongoing training, daily huddles, and PDCA cycles
Proactively lead global change management activities for new or improved process rollouts; ensure regional adoption and compliance with new standards
Partner with IT and digital teams to translate process requirements into system capabilities including workflow, automation, and knowledge management
Build and maintain a global process playbook and training materials; enable process competency through train-the-trainer and competency testing and certification.
Run governance forums and audits; manage process exceptions balancing global process with local nuances and drive continuous standardization

Benefits

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 $150,000-$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.

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