Cytiva, a Danaher company, is looking for a Director, Customer Experience - REMOTE to lead and optimize the end-to-end Quote to Cash (Q2C) journey across North America. You will ensure every commercial touchpoint delivers a seamless experience by improving operational efficiency, customer satisfaction, and team productivity through modern technology and cross-functional collaboration.
What You'll Do
- 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.
- Champion a culture of customer-centricity by embedding customer-first thinking across internal teams.
- 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.
What We're Looking For
- 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).
Nice to Have
- 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.
Technical Stack
- ERP, CRM, CLM
- Salesforce, SAP, Oracle, Ironclad
Team & Environment
This role is part of the Client Services Leadership Team and reports directly to the Vice President of Client Services – North America.
Benefits & Compensation
- Compensation range: $215,000.00 - $245,000.00
- Paid time off
- Medical/dental/vision insurance
- 401(k)
Work Mode
This is a fully remote position open to candidates based in North America.
Cytiva fosters a culture of belonging where unique viewpoints matter and harnesses Danaher’s system of continuous improvement to turn ideas into impact. We are committed to designing a better, more sustainable workforce and value diversity and inclusion.
Danaher Corporation and all Danaher companies are committed to equal opportunity regardless of race, color, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other protected characteristics.
