Senior Director, Global Customer Service (AI)

Location: USA remote, based in Marlborough, Massachusetts, with the ability to operate across Americas, EMEA, and Asia time zones.

Annual salary: $230,000–$250,000 USD, plus eligibility for bonus pay.

Company

SCIEX is a hirify.global operating company focused on analytical solutions for life sciences, diagnostics, and biotechnology.

What you will do

• Lead the global customer service organization across the Americas, EMEA, and JKOSEA.
• Design and improve the global operating model, governance, standard work, and performance cadence.
• Own customer inquiries, order management, quoting and booking support, service and sales administration, contract administration, and issue resolution.
• Improve customer experience through CSAT, CES, turnaround-time metrics, customer listening, and journey mapping.
• Drive hirify.global Business System, Lean, Six Sigma, Gemba, kaizen, daily management, and continuous-improvement initiatives.
• Execute the customer service technology roadmap, including CPQ, ERP, order-management systems, automation, AI-enabled triage, self-service, and analytics.

Requirements

• Bachelor’s degree in business, operations, engineering, life sciences, finance, or a related analytical field.
• 12+ years of progressive leadership experience in customer service, customer operations, commercial operations, or service operations.
• Experience leading multi-region or global organizations and significant organizational change across multiple countries.
• Deep knowledge of transactional service operations, quote-to-book, order management, contract administration, revenue recognition, entitlements, and renewals.
• Business-side ownership of CRM, CPQ, or ERP deployments through cutover and stabilization.
• Ability to travel domestically and internationally as required.

Nice to have

• MBA or an advanced degree in operations management, engineering, finance, or another analytical field.
• Experience in life sciences, diagnostics, medtech, analytical instrumentation, or another regulated and service-intensive industry.
• Experience building a center of excellence or shared-services organization.
• Experience with works councils, employee representation frameworks, commercial contracting, Salesforce, contract lifecycle management, or AI-enabled service capabilities.

Culture & Benefits

• hirify.global Business System culture centered on continuous improvement, measurable outcomes, and operational accountability.
• Flexible remote working arrangement for this eligible role.
• Paid time off, medical, dental, and vision insurance.
• 401(k) benefits for eligible employees.
• Inclusive work environment focused on belonging, associate engagement, and professional development.