Senior Director, Customer Care Transformation EMEA / Amsterdam

Organisatie: Cepheid
Locatie: Amsterdam
Functie: Senior Director, Customer Care Transformation EMEA
Vervaldatum: 22/04/2021
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At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we’ve taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most.

Position Summary:

The customer care team is responsible for all aspects of providing post-sale support to Cepheid’s customers around the globe, ensuring customers have the best experience in having access to support when and where they need it, achieving our mission of patients first.

As Cepheid’s business and team grow, the Senior Director, Customer Care Transformation , plays a key role in driving innovation and business transformation of the Customer Care organization across the EMEA ensuring operational effectiveness and efficiency of process across all departments in line with regional organizational goals.

Your job responsibilities will include:

  • Simultaneously, d rives multiple high-profile projects and core processes , ensuring cross-functional teams stay focused and moving forward on strategic project goals.

  • Through careful tracking of financial performance optimizes operational efficiency while retaining customer experience as key

  • Provides senior-level support in structuring problem-solving, action planning and overall change management for the business.

  • Develops and maintains KPIs , dashboards, and other tracking mechanisms to provide visibility to key stakeholders on large scale projects and initiatives.

  • Leads the Global Customer experience monitoring program enhancement and development.

  • What you can bring to the team:

  • Bachelor or master’s degree with at least 10 years experience in management/leadership positions

  • Operational experience in support, sales or business operations at the EMEA level

  • Solid understanding of business finance , including Profit & Loss accountability and financially driven performance improvement

  • Life Science or equivalent industry-related experience preferred.

  • Acts as a role model for high ethical standards and code of conduct

  • Pleasure working in a multicultural environment and matrix structure

  • Excellent English communication and presentation skills (any other language appreciated)

  • Available to travel up to 15% of the time

  • Our offer:

    You will be part of a dynamic team in which there is a high focus on delivering results and continuous improvement, but also where having fun and teamwork is very important.

    You will work in a leading global company, with a leader who cares about you, your strengths and will help you to develop the best possible version of yourself.

    At Danaher, your potential is amplified. Our culture of continuous improvement defines who we are, drives our success, and translates to a career without limits for our team of 67,000 intellectually curious associates. Listen to our voices: 

    We hope you’ll see yourself here, too.

    What you find at Danaher—and within yourself— might just change the world.

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