Director, Customer Experience - REMOTE

Bring more to life.

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 lives—and 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 making—we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.

Learn about the Danaher Business System which makes everything possible.

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 touchpoint—from quote generation to final payment—is 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 touchpoints—from 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 a