Director, Order Fulfillment & Customer Service – EMEA
Core
Build and lead the Global Business Services (GBS) customer care team in Hungary, managing order fulfillment, workforce planning, quality assurance, and training to drive customer satisfaction and operational efficiency.
Role type
Senior IC Director of Customer Care / Shared Services
Builds
Customer care operations, order management systems, and scalable support solutions for Thermo Fisher customers
Domain
Life Sciences / Shared Services / Customer Experience
Required skills
Strategic planning, workforce management, change leadership, budget management, stakeholder management, operational analytics, team building, process optimization, vendor management, business continuity planning
Preferred skills
Experience in high-volume customer service environments, fluency in English, ability to lead virtual teams, experience with digital contact channels
Technologies
GBS platforms, customer care systems, analytics tools
Responsibilities
Develop operating plans and analyze performance data to close gaps; lead regional integration and growth initiatives; establish performance standards and SLAs; partner with sales on revenue opportunities; manage escalations and complex customer situations; benchmark operations against industry leaders; deploy technology solutions; build HR capability and organizational design.
Seniority
Director, strategic leadership & team building