Senior Manager, Customer Care

Danaher

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 Senior Manager, Customer Care is responsible for leading a high-performing Customer Care team and end‑to-end service operations throughout the order-invoice process across one of our core portfolios (Instruments or Consumables). This role drives service excellence, quality and compliance, visual daily management, and continuous improvement to meet SLAs and elevate customer satisfaction.
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:
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.

Requirements

• Associates or bachelor's in business administration, operations management, or related field
• Minimum of five 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
• Demonstrated 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
• Ability to work an on-site, flexible shift schedule in Deer Park, IL.
• Travel: up to 15% for training, team and management meetings.

Nice To Haves

• 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.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree