Director, Business Optimization - Global Customer Care Operations

{ "jobLocation" : { "@type" : "Place", "address" : { "@type" : "PostalAddress", "addressCountry" : "United States of America", "addressLocality" : "USA - Deer Park - Leica Biosystems" } }, "hiringOrganization" : { "name" : "Leica Microsystems Inc.", "@type" : "Organization", "sameAs" : "" }, "identifier" : { "name" : "Director, Business Optimization - Global Customer Care Operations", "@type" : "PropertyValue", "value" : "R1314846" }, "datePosted" : "2026-07-21", "employmentType" : "FULL_TIME", "title" : "Director, Business Optimization - Global Customer Care Operations", "description" : "Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Leica Biosystems, one of Danaher’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 matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving 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 Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every 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 Danaher Business System which makes everything possible. The Director, Business Optimization – Global Customer Operations will play a critical role in building and maturing the Global Customer Operations Center of Excellence. This is a hands-on transformation role responsible for strengthening how Global Customer Care operates across people, process, systems, workforce planning, and performance management. This leader will help create a consistent, scalable, and repeatable customer experience by standardizing global ways of working, building learning and development capability, driving continuous improvement, enabling technology adoption, and installing the operating rhythms needed to manage capacity, productivity, service levels, and customer experience. The role requires someone who can operate strategically while staying close enough to the work to build, deploy, inspect, and sustain change. This position reports to the Senior Director, Global Customer Care and is part of the Global Customer Care Center of Excellence located in Deer Park, IL and will be an on-site role. In this role, you will have the opportunity to: Build and mature the Global Customer Care Business Optimization function, establishing a scalable global Centre of Excellence (CoE) and driving continuous improvement through structured intake, prioritization, execution, impact tracking, and sustainment Establish and govern a standardized learning and development framework covering onboarding, role-based training, retraining, leadership development, policy/process deployment, and associate readiness Own and continuously improve Global Customer Care standard work, SOPs, process playbooks, job aids, knowledge management practices, and process governance while leading global process standardization with appropriate regional and local flexibility Partner with Danaher Business System leaders to embed Lean principles, problem solving, Kaizen, PDCA,