Director, Customer Experience - REMOTE - Danaher : Job Details

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At Beckman Coulter Diagnostics, one of Danaher's 15+ operating companies, our work saves livesand 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.

As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory's role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision makingwe are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.

The Director, Customer Experience is responsible for leading and optimizing the end-to-end Quote to Cash (Q2C) experience across North America, ensuring every commercial touchpointfrom quote generation to final paymentis efficient, consistent, and designed to deliver seamless customer experience. This high-impact leadership role drives significant improvements in operational efficiency, customer satisfaction, and team productivity by leveraging modern, integrated technologies and cross-functional collaboration.

This position reports to the Vice President of Client Services North America and is part of the Client Services Leadership Team and will be fully remote.

In this role, you will have the opportunity to:

• Lead the Q2C Customer Experience strategy across all customer and associate touchpointsfrom quoting and contracting through delivery, invoicing, and collections.
• Evaluate and optimize technology platforms, tools, and systems (e.g., ERP, CRM, CLM) to streamline workflows, reduce manual effort, and improve visibility and responsiveness.
• Champion a culture of customer-centricity by embedding customer-first thinking across internal teams and leading initiatives that elevate the customer and associate experience.
• Drive cross-functional alignment with Sales, Marketing, Legal, AR, and Global teams to ensure unified processes and messaging.
• Establish and standardize best practices, templates, SLAs, and hand-offs across regions, products, and services.
• Define and report on operational metrics (e.g., quote accuracy, cycle time, dispute resolution, AR aging) to drive continuous improvement.
• Serve as the voice of the customer across commercial operations by identifying pain points and prioritizing initiatives that improve satisfaction and reduce friction.

The essential requirements of the job include:

• Bachelor's degree (or higher) with 15+ years of proven maturity in customer experience, strategies, concepts and corresponding adaptation, execution & application.
• 8+ years of people leadership experience in Customer Experience, Commercial Operations, or Client Services.
• Proven understanding of the Quote to Cash lifecycle, including Sales, Contracting, Order Management, Billing, and Collections.
• Experience in medical devices or life sciences industries
• Demonstrated background in evaluating, implementing, and optimizing systems supporting the customer journey, including CRM, ERP, and CLM platforms (e.g., Salesforce, SAP, Oracle, Ironclad).

Travel Requirements:

• This position requires up to 25% flying and/or driving travel, which may potentially include overnight stays.

It would be a plus if you also possess previous experience in:

• Leading cross-functional improvements across a matrixed or global organization.
• Integrating experience systems (e.g., Medallia) across functions to enhance visibility and influence decision-making.

Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job.

At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.

The annual salary range for this role is $215,000.00 - $245,000.00. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers, and shareholders contribute unique and different perspectives as a result of these diverse attributes.