Sr. Director, Customer Service

Role: The GCO Region Head, Americas is a senior leadership position responsible for the strategic and operational management of Customer Operations across the US, Canada, and Latin America. Main objectives include transforming customer service delivery, enhancing operational efficiency, and embedding digital and AI capabilities within the Q2C framework. Responsibilities encompass overseeing service quality, customer experience, performance governance, and driving completion and adoption of global processes like Q2C, S/4HANA, and Jarvis AI tools. This leader partners with regional and enterprise stakeholders to optimize customer satisfaction, streamline workflows, and foster a high-performance, compliant, and inclusive organization. Qualifications: Bachelor's degree; 12+ years relevant experience; at least 8 years in leadership roles; fluency in English; strong expertise in customer operations, digital transformation, and compliance within a biopharma context. High-value details: Focus on customer-centric transformation, digital and AI acceleration, Q2C implementation, regulatory compliance (GxP), and cross-functional collaboration in a complex, multi-country environment. Work setup: Not specified; likely hybrid or on-site given scope and responsibilities.