Director or Director), Global Customer Care Process Lead serves as the Global Process Owner (GPO) for Customer Service and Customer Technical Support, setting the strategic direction, governance, and continuous improvement of end-to-end processes across a diverse clinical diagnostics and life science portfolio, with strong integration of Customer Service & Customer Technical Support processes, tools, escalation paths, technical inquiry handling, and case-resolution workflows to ensure consistent, high-quality customer outcomes. The role also evaluates Customer Service organizational design, operating model effectiveness, role clarity, regional alignment, spans of control, and capability requirements - leading global organizational work to assess current-state structures, define future-state global and regional operating models, align roles and decision rights, and support organizational changes that enable consistent execution across countries.