AVP, Enterprise Services

Job Description

The Associate Vice President, Enterprise Customer Services leads the strategy, solutioning, delivery, and continuous improvement of enterprise-level service programs and projects for our strategic customers in the Americas Region. Reporting to the Vice President, Americas Customer Service Organization, this role is accountable for customer outcomes, contract performance, service quality, and operational excellence across assigned geographies and/or customer segments, partnering closely with Sales, Services Delivery, Operations, Contracting, Product Marketing and Finance to deliver a differentiated, scalable customer experience.

Key Responsibilities

• Set enterprise customer service strategy aligned to company priorities, translating customer needs into scalable service offerings and comprehensive solutions, operating standards, and measurable outcomes.

• Lead cross-functional account/service teams to plan and execute program delivery, including service coverage models, escalation paths, communications cadence, and risk management.

• Drive operational excellence through standard work, process optimization, and continuous improvement to achievement of regional KPIs (response times, quality, productivity, as examples)

• Maximize the operational performance of the strategic sourcing team by establishing clear objectives, and driving measurable improvements in speed, quality, and cost. 

• Manage financial performance for the enterprise services portfolio, including revenue attainment, gross margin, cost-to-serve, and investment prioritization; build and manage business cases as needed.

• Partner with Enterprise Sales and account teams to shape renewals, expansions, and solution design; provide service input to proposals, pricing considerations, and contract terms/operability.

• Develop talent and organizational capability: hire and retain high-performing leaders, coach performance, build succession plans, and foster an inclusive, customer-first culture.

• Establish and manage relationships with third-party providers and partners where applicable, ensuring performance, governance, and alignment to customer commitments.

Qualifications

• Bachelor’s degree (or equivalent experience) in business, engineering, life sciences, or related field.

• 10+ years of progressive experience in customer service, service operations, enterprise services delivery, or related commercial/service leadership roles.

• Proven leadership experience managing managers, building high performing teams, and leading cross-functional teams in a matrixed, global organization.

• Demonstrated success running complex customer programs with measurable SLA/KPI performance and strong customer satisfaction outcomes.

• Strong financial acumen with experience managing budgets and improving portfolio profitability/cost-to-serve.

• Excellent communication, executive presence, and stakeholder management skills with the ability to influence at all levels (customer and internal).

• Ability to travel domestically and internationally at least 25%.

• Experience in the laboratory products and services business managing enterprise service contracts, multi-site implementations, and third-party service provider governance.

• Qualifications or extensive experience in program/project management and/or Lean Six Sigma type certifications, with certifications a plus.

Core Competencies

• Customer-first leadership

• Strategic thinking with strong execution discipline.

• Developing and negotiating complex customer agreements.

• Customer contracting and Scope of Work development skills.

• Track record developing strategic partnerships and solutions.

• Service delivery governance (KPIs/SLAs, operating cadence, risk management).

• Process improvement and structured problem solving (e.g., 5-Why, FMEA).

• Commercial and financial acumen (P&L mindset).

• Talent development, coaching, and organizational leadership.

• Change leadership and collaboration in a matrix environment.

• Data literacy and performance management.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least April 27, 2026 or until the job is no longer posted.

The full-time equivalent pay range for this position is $181,200.00 - $339,750.00/yr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, indivi