[Hiring] Regional Customer Care Leader @Danaher

Role Description

Step into a pivotal leadership role as Regional Customer Care Leader, EMEA, where you’ll lead and inspire a high-performing team of Customer Care Representatives across the region. You’ll serve as the vital link between our Global Customer Care Hub, the EMEA Customer Care Team and stakeholders across Sales, Operations, Logistics, IT and Finance—driving collaboration and championing best-in-class customer experiences. You will take ownership of optimizing every customer interaction and order process, ensuring seamless solutions and swift resolutions to customer challenges.

This position reports to the Senior Director, Global Customer Care, and will be located in our preferred location, Milan, Italy.

In this role, you will have the opportunity to:

• Work closely with the Senior Director, Global Customer Care to define and execute the EMEA customer care strategy, aligning global priorities with regional commercial objectives to drive measurable improvements in customer experience, operational efficiency, and financial performance.
• Own and drive regional Customer Care KPIs and SLAs, translating business goals into clear, executable plans, ensuring consistent delivery across markets.
• Partner closely with senior leaders across Sales, Operations, Supply Chain, and Finance to shape, prioritize and deliver initiatives that enhance the end-to-end customer journey.
• Provide leadership to Customer Care Associates across EMEA, cultivating a high-performance culture by developing associates who consistently deliver results, drive engagement, and sustain continuous improvement.
• Own elements of the customer order lifecycle, including instrument installations, (COI/NON-COI), and rental order-to-cash processes, ensuring efficient, compliant, and customer-centric execution.
• Lead the resolution of complex, high-impact customer and operational challenges, working cross-functionally to remove systemic barriers and strengthen underlying processes.
• Establish robust governance and performance management across customer care activities, balancing customer satisfaction, delivery, quality, and cost objectives.
• Lead the deployment of DBS tools and methodologies across EMEA Customer Care, embedding a culture of data-driven decision-making and continuous improvement.
• Identify, prioritize, and deliver process improvement and standardization initiatives across the region, scaling best practices and ensuring alignment with global standards.
• Champion the adoption of digital tools, ERP (SAP), and CRM platforms to modernize Customer Care operations and elevate customer experience.
• Partner with IT and business stakeholders to prioritize and implement system enhancements that improve visibility, efficiency, and scalability.
• Drive a digitally enabled customer journey by leveraging automation and analytics to anticipate and respond to customer needs proactively.
• Act as a key customer care voice in regional and global forums, influencing strategic decisions and representing EMEA priorities and requirements.
• Build and sustain strong relationships with senior stakeholders, navigating complexity and driving alignment across diverse teams, functions, and geographies.

Qualifications

• BA/BS degree in Business Administration, Operations Management, or related field.
• Extensive experience leading multi-country customer care or operations functions, with accountability for performance across multiple teams.
• Proven track record of developing and executing strategic plans in a complex, matrixed manufacturing or distribution environment.
• Demonstrated success leading transformation and continuous improvement initiatives (Lean, Six Sigma, DBS or equivalent).
• Strong proficiency with ERP systems (SAP preferred) and CRM platforms, with experience driving digital adoption at scale.
• Ability to influence senior stakeholders and operate effectively in a global, matrixed organisation.
• Full proficiency in English and at least one additional major European language (Spanish, German, Italian, or French).

Requirements

• Ability to travel approximately 25% including overnight travel across the EMEA region.

Benefits

• Comprehensive, competitive benefit programs that add value to our lives.
• Flexible, remote working arrangements for eligible roles.