Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Director, Customer Service

Global Business Services (GBS)
Thermo Fisher Scientific

Location: Budapest, Hungary

Make a global impact where customer experience meets leadership

At Thermo Fisher Scientific, you’ll discover meaningful work that makes a positive impact on a global scale. Every day, our colleagues bring our Mission to life—enabling our customers to make the world healthier, cleaner, and safer. From protecting the environment and ensuring food safety to supporting life-saving research, our work truly matters.

We are now seeking a Director of Customer Service to lead and elevate our Global Business Services (GBS) Customer Care organization, based at our Budapest site, shaping how customers experience Thermo Fisher across the globe.

The Role

As Director of Customer Service, you will provide strategic and operational leadership for our global customer care operations, driving service excellence, customer satisfaction, and scalable performance across multiple channels.

You will lead and develop high-performing, geographically distributed teams, while partnering closely with Sales, Commercial, Digital, IT, and Divisional leadership to design and execute customer engagement strategies that strengthen loyalty and support growth.

This is a highly visible leadership role with the opportunity to:

• Lead transformation and continuous improvement initiatives

• Leverage analytics, customer insights, and technology to improve service outcomes

• Build future-ready operating models and organizational structures

• Identify revenue opportunities and support commercial growth strategies

• Influence senior stakeholders and help shape Thermo Fisher’s global customer experience strategy

Your leadership will balance employee engagement, customer outcomes, financial performance, and regulatory compliance, ensuring sustainable success at scale.

Key Responsibilities

• Lead and evolve global customer service operations within a shared services environment

• Develop and execute multi-channel customer contact strategies (human, digital, and technical)

• Establish performance standards, KPIs, and governance to drive service excellence

• Champion continuous improvement through data, customer feedback, and innovation

• Partner with Sales and Commercial leaders to support growth and customer retention

• Drive large-scale operational change, process optimization, and technology adoption

• Build, develop, and inspire leadership teams, creating a strong performance culture

• Ensure operational resilience, including business continuity planning

• Manage budgets, operational metrics, and executive-level reporting

What You Bring

• Advanced degree with 6+ years, or Bachelor’s degree with 8+ years of senior leadership experience in customer service operations within a shared services environment

• Proven track record leading and developing managers in complex customer care organizations

• Experience designing and implementing multi-channel customer engagement models

• Demonstrated success balancing customer, employee, and financial objectives

• Strong executive presence with the ability to influence senior leaders

• Experience leading transformation, change, and continuous improvement initiatives

• Strong technology orientation with experience driving systems implementations

• Expertise in organizational design, performance management, and best-practice deployment

• Ability to develop and deliver executive-level presentations

• Fluency in English (written and spoken)

• Comfortable leading distributed, global teams

• Willingness to travel as required