Global Customer Service Process Lead (AI)

Location: Remote anywhere in the United States; the posting header also lists California, United States.

Base salary: $179,400–$246,600 annually, plus eligibility for a variable annual bonus.

Company

hirify.global develops, manufactures, and markets research and clinical diagnostic products for the life sciences and healthcare sectors.

What you will do

• Serve as the Global Process Owner for Customer Service and Customer Technical Support across a 37-country, $2.5B organization.
• Set strategic direction, governance, and continuous improvement for customer service and technical support processes, tools, escalation paths, technical inquiries, and case resolution.
• Evaluate organizational design, operating-model effectiveness, role clarity, regional alignment, spans of control, and capability requirements.
• Define future-state global and regional operating models, align roles and decision rights, and support organizational changes.
• Assess the global Order Entry structure and identify system enhancements, including AI-enabled capabilities, while meeting regional requirements.
• Develop training materials, SOPs, and toolkits with GCO Commercial Training, and lead stakeholder engagement, change management, and adoption.

Requirements

• Bachelor’s degree required in Business, Operations, Supply Chain, Engineering, Life Sciences, or a related field; a master’s degree in a related field is preferred.
• Experience and skills in systems requirements, including AI, and organizational design.
• Lean or Six Sigma certification.
• Deep Customer Service knowledge and experience with responsibility in a previous global role.
• Ability to lead global process governance, transformation, organizational design, and change-management initiatives in a regulated, reliability-critical environment.

Culture & Benefits

• Remote work is available anywhere in the United States.
• Medical plans, HSA funds, fertility support, group life and disability coverage, paid parental leave, and paid time off.
• 401(k) with profit sharing, employee stock purchase program, education benefits, student debt relief, and learning and development opportunities.
• Mental health support, pet insurance, wellness programs, and Employee Resource Groups.
• Collaborative global teams and an employee environment focused on advancing science and healthcare.

Hiring process

• Applications from agencies are accepted only when the agency has been authorized by a Bio-Rad Recruiting Representative.
• Bio-Rad warns applicants about fraudulent recruiters and job scams; unsolicited agency resumes and related fees are not accepted.