Global Customer Service Process Owner

Overview

As the Global Customer Service Process Lead, you will serve as the Global Process Owner for Customer Service and Customer Technical Support, shaping the strategy, governance, and continuous improvement of end-to-end customer care processes across 37 countries. You will lead the harmonization and transformation of global processes, tools, operating models, and ways of working to deliver consistent, scalable, and high-quality customer experiences across a diverse clinical diagnostics and life science portfolio. Working across regions and functions, you will help build a culture of process discipline, continuous improvement, and customer-centricity while ensuring global standards meet regional and regulatory requirements.

How You'll Make an Impact:

• Lead global Customer Care process strategy and governance, serving as the Global Process Owner for Customer Service and Customer Technical Support and driving standardized, scalable, and compliant processes across 37 countries.

• Transform the end-to-end customer experience by harmonizing Customer Service and Customer Technical Support processes, tools, escalation paths, technical inquiry handling, and case-resolution workflows.

• Shape the global Customer Care operating model by assessing organizational design, role clarity, regional alignment, spans of control, capabilities, and decision rights, and defining future-state global and regional structures.

• Drive process and technology transformation, including evaluating the global Order Entry structure and identifying system enhancements and AI-enabled capabilities that improve efficiency and standardization while addressing regional requirements.

• Lead change management and global adoption by partnering with GCO Commercial Training to develop and deploy training materials, SOPs, and toolkits for new processes and systems, while engaging stakeholders and fostering a culture of continuous improvement and customer-centricity.

What You'll Bring:

• Bachelor’s degree in Business, Operations, Supply Chain, Engineering, Life Sciences, or a related field; a Master’s degree is preferred.

• Lean / Six Sigma certification and demonstrated expertise in process improvement, standardization, and operational excellence.

• Deep Customer Service expertise gained in a global role, with experience leading or influencing customer-facing processes across multiple countries or regions.

• Experience with systems requirements and technology-enabled transformation, including an understanding of how AI capabilities can support process standardization, efficiency, and customer experience.

• Strong organizational design and change management experience, with the ability to assess operating models, roles, responsibilities, capabilities, and regional structures and translate strategy into sustainable global execution.

Who we are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.

Benefits: Bio-Rad's biggest asset is its people, and the reason why our Total Rewards deliver programs that provide value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Our robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee’s work and life cycle. We’re proud to offer a variety of options, including:

• Life and accident insurance
• Private Health Care Services – unlimited examinations, checkups in numerous specialties free of charge
• Competitive salary and cafeteria
• 100% commuting allowance for non-Budapest residents, monthly BKK pass
• Annual bonus
• Annual salary review
• Marriage and childbirth allowance
• School start allowance
• Loyalty award
• Employee Referral Program with remarkable referral bonus
• All You Can Move contract possibility/gym facility usage for free of charge
• Hybrid working model (3 days onsite and 2 days home office. Our office is located in Budapest, Futó u. 47, 1082)