Senior Director, Global Customer Services – Driving Customer Experience Excellence in Life Sciences & Diagnostics (USA Remote)

About brighthush

brighthush is a global leader in life sciences, diagnostics, and biotechnology, dedicated to turning scientific breakthroughs into real‑world impact. With a portfolio of cutting‑edge analytical instruments and services, we empower researchers, clinicians, and industry partners to solve complex challenges that improve patient outcomes and advance scientific discovery. Our culture is built on innovation, collaboration, and a relentless focus on customer success. At brighthush, we believe that every interaction with our customers is an opportunity to create value, and we are committed to continuous improvement through the brighthush Business System.

Why This Role Matters

As Senior Director of Global Customer Services, you will be the strategic leader who transforms how brighthush interacts with its customers worldwide. Your vision and execution will directly influence customer satisfaction, revenue growth, and operational excellence. You will own the entire quote‑to‑book lifecycle, ensuring that every customer touchpoint—from inquiry to contract renewal—delivers a seamless, high‑quality experience that drives loyalty and commercial success.

Key Responsibilities

Build and Lead a World‑Class Global Customer Service Organization

• Partner with the SVP of Global Commercial Operations to design, launch, and continuously improve the global customer service operating model.
• Codify standard work, best practices, and reusable playbooks that elevate performance across all regions.
• Establish governance, cadence, and reporting rhythms that sustain high performance and alignment across the Americas, EMEA, and JKOSEA.

Drive Quote‑to‑Book, Contract Administration, and Revenue Enablement

• Lead end‑to‑end customer service operations, including inquiries, order management, quoting, booking support, service and sales administration, and contract administration.
• Hold the organization accountable for service levels and turnaround times that enable Sales and Service to close and fulfill business without friction.
• Ensure rigorous tracking of contract terms, entitlements, renewal dates, and obligations, escalating to Legal when necessary.
• Identify revenue leakage opportunities—missed price escalations, unbilled entitlements, non‑compliant terms—and convert insights into corrective actions and growth initiatives.
• Define global standards, policies, and service‑level expectations for quoting, booking, and contract execution.

Elevate the Customer Experience

• Own continuous improvement of customer experience across critical service touchpoints, eliminating effort, complexity, and friction.
• Design and implement customer service metrics (CSAT, CES, quote/order turnaround time) that integrate with enterprise customer experience dashboards and journey mapping.
• Deploy customer listening and feedback mechanisms that translate insights into actionable improvements.

Champion Operational Excellence and Continuous Improvement

• Apply the brighthush Business System—Gemba, standard work, daily management, visual management—to drive accountability and sustain results.
• Lead Kaizen events and transformation initiatives that improve outcomes, reduce complexity, and increase productivity.
• Establish performance metrics and operating reviews that provide global visibility into customer service and quote‑to‑book performance.

Lead Technology and AI Transformation

• Own and execute the global customer service technology roadmap, including CPQ, ERP, and order‑management systems.
• Partner with IT, Digital, Data & Analytics, and the Global AI Deployment team to implement automation, AI‑enabled triage, self‑service, and analytics that enhance both customer and associate experience.
• Set and enforce AI and automation accuracy, adoption, and defect standards before scaling.

Develop and Inspire a High‑Performing Global Team

• Recruit, develop, and retain a diverse, high‑performing global team across multiple regions and cultures.
• Build capability, succession plans, and an inclusive culture of continuous improvement.
• Partner closely with Commercial, Service, Marketing, Finance, Legal, IT, and regional leadership to align the customer journey and support new product introductions and commercial programs.
• Manage the global customer service budget, driving productivity, cost efficiency, and service performance.

Performance & Business Outcomes

As Senior Director, you will be accountable for global performance across the following metrics:

• Service level attainment and quote, order, and contract turnaround time
• Order and quote accuracy, and case resolution time
• Customer satisfaction (CSAT) and customer effort (CES)
• Productivity, cost performance, and delivery of committed savings
• Revenue leakage identified and recovered
• Associate engagement and retention

Essential Qualifications

• Bachelor’s degree in business, operations, engineering, life sciences, finance, or a related analytical field.
• 12+ years of progressive leadership experience in customer service, customer operations, commercial operations, or service operations, including leading a multi‑region global organization.
• Proven track record of leading significant organizational change across multiple countries, consolidating regional teams into a global function, and delivering on timelines in partnership with HR and Legal.
• Experience executing and refining transformation plans through disciplined execution.
• Deep operational knowledge of transactional service operations: intake and triage design, queue and tier structure, service‑level construction, capacity planning, and daily management.
• Working knowledge of quote‑to‑book and order management processes, contract administration, and commercial terms that drive revenue recognition, entitlement, and renewal.
• Business‑side ownership of a CRM, CPQ, or ERP deployment affecting order or service processes, including responsibility through cutover and stabilization.
• Expertise in the brighthush Business System, Lean, Six Sigma, or a comparable formal continuous improvement system, applied hands‑on.
• Ability to establish operational metrics, conduct root‑cause analysis, and implement countermeasures that produce measurable customer and business outcomes.
• Willingness to travel domestically and internationally as business needs dictate.

Preferred Qualifications

• MBA or advanced degree in operations management, engineering, finance, or another analytical field.
• Experience in life sciences, diagnostics, medical technology, Apply for this job