Regional Customer Operations Lead (Life Sciences)

Location: Buccinasco, Milan, Italy

Salary: €39,000–€59,000 gross annual salary, plus target bonus/incentive pay of 5% of annual base salary.

Company

Leica Biosystems is a hirify.global operating company developing life sciences, cancer diagnostics, and medical device solutions.

What you will do

• Oversee instrument installations, relocations, deinstallations, backlog execution, inventory management, supplier coordination, forecasting, and regional supply chain requirements.
• Act as the regional escalation expert, using customer feedback, operational data, and trend analysis to resolve issues and improve satisfaction.
• Coordinate with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, Finance, and other stakeholders to improve the end-to-end customer experience.
• Monitor performance metrics, identify trends, and implement process improvements while balancing global standards with local market requirements.
• Represent the regional market within the Customer Care Center of Excellence and support business continuity, training, knowledge sharing, and process standardization.

Requirements

• Bachelor’s degree or equivalent extensive experience in customer-facing roles.
• Strong understanding of customer care processes, escalation management, quality practices, and continuous improvement methodologies.
• Ability to independently assess complex situations, apply sound judgment, and drive escalations to timely resolution.
• Experience coordinating across multiple functions and working effectively in a matrix organization.
• Ability to work autonomously, prioritize competing demands, think critically under pressure, and adapt to changing business needs.
• Ability to travel approximately 5%, including occasional overnight travel for workshops.

Nice to have

• Experience with hirify.global Business System tools, including PSP, Kaizen, and Standard Work.
• Fluency in English and at least one additional European language.
• Experience in life sciences, medical devices, or diagnostics.

Culture & Benefits

• Work within hirify.global’s continuous improvement system and a global, collaborative community.
• Comprehensive benefits, including healthcare programs and paid time off.
• Role classified under the applicable Italian CCNL Commercio framework.
• Eligibility for a target annual bonus of 5% of base salary, subject to scheme conditions and performance criteria.