Manager, Customer Care

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 Manager, Customer Care is responsible for leading a high-performing Customer Care team and end‑to‑end service operations throughout the order-invoice process across our core portfolio. This role drives service excellence, quality and compliance, visual daily management, and continuous improvement to meet SLAs and elevate customer satisfaction. This position reports to the Senior Manager , Customer Care and is part of the Global Customer Care Centre of Excellence (CoE) located in Deer Park, IL, and will be an on-site role. In this role, you will have the opportunity to: Lead and develop a team of Senior Customer Care Specialists, and Customer Care specialists who are responsible for processing global customer orders for multiple regions. Working alongside your CoE Colleagues in the Regional Customer Care teams across EMEA. Responsible for strategic oversight of backlog, past-due orders, and overall order management activities, utilizing data-driven analysis and cross-functional engagement to optimize order flow, improve on-time delivery performance, and enhance customer experience. Accountable for daily service operations and visual management (QDIP/Daily Management) coordinating work allocation, ensure the teams run huddles, track KPIs, and implement countermeasures.  Ensure activities and tasks are prioritized by priority and customer readiness. Manage operational data through visual management, KPI tracking and measurement, and daily management processes. Accountable for end-to-end standard work compliance across order-to-invoice, returns, complaint handling, and dispute management, making improvements and recommendations where necessary. Manage and resolve complex escalations and customer disputes implementing countermeasures as necessary; collaborate with Sales, Service, Finance, Logistics, and Credit to resolve issues and protect customer experience. Ensure that the team are resourced to serve the needs of the commercial organization, through effective workforce planning, and capacity management. Accountable for hiring, onboarding, performance management and career development, mentor and coach team members; provide guidance in problem resolution, professional interactions to ensure excellent customer care across multiple channels. Driving continuous improvement using DBS tools (Standard Work, Kaizen, PSP, 5S); remove process bottlenecks, reduce cycle time, and improve quality. Lead cross-functional projects (e.g., e-commerce, phone conversion, telephony changes, policy updates) that enhance service delivery. Develop and deliver operational reports and insights to leadership; oversee root cause analysis and implement corrective actions for recurring issues. The essential requirements of the job include: Bachelor's Degree with 3-5 years’ experience leading a team in in a customer care organization OR Associate’s Degree with 2-3 years’ of Danaher experience leading a team Proven experience managing customer orders throughout the order lifecycle, including order entry, backlog management, and issue resolution with equivalent years of experience leading, developing, and performance management of a team including ownership of the annual associate performance reviews Strong process orientation including order-to-invoice processes, customer escalations, and dispute management while maintaining a focus on delighting customers Proactive and agile approach capable of working autonomously, demonstrating strong critical thinking skills to effectively address challenges within tight deadlines. Experience presenting and collating, drawing insights from operational data via visual management, tracking and measuring KPI, and running daily management processes Experience using reporting and data analysis tools to identify trends and drive process improvements Travel, Motor Vehicle Record & Physical/Environment Requirements: Ability to work an on-site, flexible shift schedule in Deer Park, IL Travel: up to 20% (international) for training, team and management meetings It would be a plus if you also possess previous experience in: Life Sciences, Medical Devices, or Diagnostics industry with understanding of regulatory requirements Danaher Business System (DBS) tools and continuous improvement methodologies Proficiency with SAP (ERP) for order management, invoicing, and returns Understanding, utilizing, and implementing technology (such as OCR, AI, EDI, WalkMe) to improve order process efficiency and speed time to associa