Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

The Manager, Transformation – Customer Care will be pivotal in leading and accomplishing comprehensive process transformation initiatives within the Customer Care workstream and will be accountable for the process related deliverables in transition projects. This includes leading all aspects of the transformational funnel, collaborating with various partners, supporting seamless migrations and transitions according to the Invest and Shift methodology. Overall, the Manager will be instrumental in successful activity migration to GBS, achieving efficiency targets and enhancing the customer experience.

Key Responsibilities:

Understand the transformation portfolio of the Customer Care workstream, drive and own key priority initiativesSupport migrations and transitions, own and drive the process related deliverables especially in Strategize and Design phasesMap and assess processes, identify opportunities, and design future state processesUnderstand and apply Invest and Shift methodology through transition workPartner with Operations teams, Business Opex teams, PPI and Digital Enablement to drive balanced end-to-end process improvements globally that align with business strategyAssess and articulate business requirements, proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the process

Minimum Requirements/Qualifications:

8+ years of work experience with 5+ years of process improvement experience with/within a shared services environment or in a consulting capacityPrior experience within the Thermo Fisher Customer Care and Global Process Governance areaUnderstanding the Thermo Fisher Transition methodology5+ years of experience in People ManagementHigh-level understanding of Customer Care’s system and process landscape and familiarity with the process taxonomy and Promapp structureConsistent record to work well with multiple levels of leadership both internally and externally, and influence peers and senior management in a sophisticated, geographically dispersed matrix organizationSelf-directed, sophisticated and customer-centric change-agent who thrives in a bold and changing environmentHighly collaborative; aligns with colleagues and business partners to deliver results while improving the success of all contributorsSkilled communicator and confirmed relationship builder, able to operate within a multitude of formal and informal networks while handling the challenging interests of wide-ranging partnersHas a dedication to continuous learning and continuous efficiency improvementsExcellent attention to detail requiredEye for business to develop effective partnerships with key partners