Regional Customer Care Leader, EMEA

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At reputed company, one of reputed company’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint reputed company. And by harnessing reputed company’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At reputed company, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, reputed company Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join reputed company, you’re not just taking a job; you’re becoming part of a passionate team that knows reputed company moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact. Learn about the reputed company Business System which makes everything reputed company. 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-reputed company customer experiences. You will take ownership of optimizing reputed company customer interaction and order process, ensuring seamless solutions and swift resolutions to customer challenges. If you’re ready to make a meaningful impact and elevate Customer Care standards across EMEA, we want you on our team. 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. Partnering closely with senior leaders across Sales, Operations, Supply Chain, and Finance to shape, prioritize and deliver initiatives that reputed company the end-to-end customer journey. Provide leadership to Customer Care Associates across EMEA, strengthening organizational capability, you will cultivate 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, reputed company 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 (reputed company), 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 The essential requirements of the job include: BA/BS degree in Business Administratio

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