[Remote] Global Customer Service Process Lead

Note: The job is a remote job and is open to candidates in USA. Bio-Rad Laboratories seeks a Global Customer Service Process Lead to set the strategy, governance, and continuous improvement of global Customer Service and Customer Technical Support processes. The role harmonizes customer-facing processes and evaluates organizational design and operating models to support consistent, compliant, and high-quality customer outcomes.


Responsibilities

  • The (Sr. Director or Director), Global Customer Care Process Lead serves as the Global Process Owner (GPO) for Customer Service and Customer Technical Support, setting the strategic direction, governance, and continuous improvement of end-to-end processes across a diverse clinical diagnostics and life science portfolio, with strong integration of Customer Service & Customer Technical Support processes, tools, escalation paths, technical inquiry handling, and case-resolution workflows to ensure consistent, high-quality customer outcomes
  • Operating across 37 countries with $2.5B in revenue, this director-level role ensures customer-facing processes are harmonized, compliant, scalable, and able to deliver a superior customer experience in a highly regulated, reliability-critical environment
  • The role also evaluates Customer Service organizational design, operating model effectiveness, role clarity, regional alignment, spans of control, and capability requirements — leading global organizational work to assess current-state structures, define future-state global and regional operating models, align roles and decision rights, and support organizational changes that enable consistent execution across countries
  • This includes assessing the global Order Entry structure and identifying system enhancements, including AI-enabled capabilities, to standardize processes and tools while meeting region-specific requirements
  • Partner with GCO Commercial Training to develop and deploy training materials, SOPs, and toolkits for new processes and systems across 37 countries
  • Lead structured change management, stakeholder engagement, and adoption strategies to ensure consistent global execution of process standards and transformation priorities
  • Foster a culture of process discipline and customer-centricity within the global customer service community

Skills

  • Bachelor's degree required in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field
  • Experience and skills in systems requirements including AI, and organizational design
  • Lean / Six Sigma certified
  • Deep knowledge in Customer Service and from previous global role and responsibility
  • Master's preferred in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field

Benefits

  • Competitive medical plans for you and your family
  • Free HSA funds
  • A new fertility offering with stipend
  • Group life and disability
  • Paid parental leave
  • 401k plus profit sharing
  • An employee stock purchase program
  • A new upgraded and streamlined mental health platform
  • Extensive learning and development opportunities
  • Education benefits
  • Student debt relief program
  • Pet insurance
  • Wellness challenges and support
  • Paid time off
  • Employee Resource Groups (ERG’s)
  • Remote work anywhere in the U.S.
  • A variable annual bonus, dependent upon achievement of your individual objectives and Company performance

Company Overview

  • Bio-Rad Laboratories has played a leading role in the advancement of scientific discovery for over 50 years by providing a broad range of It was founded in 1952, and is headquartered in Hercules, California, USA, with a workforce of 5001-10000 employees. Its website is

    • Company H1B Sponsorship

  • Bio-Rad Laboratories has a track record of offering H1B sponsorships, with 29 in 2026, 37 in 2025, 40 in 2024, 41 in 2023, 56 in 2022, 45 in 2021, 34 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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