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Associate Director, Service Operations

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Associate Director, Service Operations

  • 2022-29516
  • Hercules, California, United States

This position will standardize and improve global foundational processes (Service as Profit Center). Responsible for the efficient allocation of technology, support, and training resources impacting the Service organization. Accountable for accurate and on-time reporting essential for Service organization effectiveness.


Improve Service team's performance, execution and productivity leveraging companies' investments in tools/technology and data to better inform and deliver actionable insights.

Partner with Finance on defining and implementing a “service as profit center” model to be deployed globally.


Represents the point of contact and bi-directional interface with the Product Groups on service-related matters. Contribute to oversite the Service organization to develop a service process / model / strategy aligning the model across geographies.


  • Develop and manage a standardized set of scorecards/reports detailing service cost components.
  • Leverage service analytics data to inform service team towards efficiency opportunities.
  • Partner closely with data analytics team to ensure service data access and quality.
  • Support development and deployment of global processes for service.
  • Coordinate and facilitate revenue and budget forecast with the service and commercial leadership teams.
  • Support service strategic pricing programs and analytics.
  • Develop KPI’s and report achievement to plan for service on a regular basis.
  • Work with service teams to ensure leads are passed to sales team.
  • Report out on quality issues on a regular basis to leadership team, product groups and quality team.


  • Proven leader with strong analytical skills. 
  • Excellent cross-functional team leadership and participation skills.
  • Previous commercial experience required.  Commercial ops (sales/service/analytics) experience a plus. 
  • Strong organizational and leadership skills. Creative, with ability to think “out of the box” and readily contribute. Solid track record of building strong relationships and working with different personality types and all levels inside and outside the company. Clear thinker, pragmatic approach to problem solving. Strong analytical skills. Excellent written, verbal and presentation skills.
  • An undergraduate degree in a relevant discipline is required; advanced degree (MBA/PhD/MS) preferred. 
  • Minimum of (5+) years with increasing experience responsibility in leading commercial, operations or analytics team.


Vaccination Requirement:


Due to the higher threat of more infectious and deadly COVID-19 variant strains emerging, Bio-Rad has a mandatory vaccination policy requiring its US employees to be fully vaccinated against COVID-19 as a condition of employment. New hires will be asked to upload their vaccination card into our electronic database hosted by ClearPass, who specializes in securing electronic medical information, within 3 days of their start date. With this policy, Bio-Rad joins a growing list of companies that are prioritizing sound science and available facts to best ensure the ongoing safety of its employees and the community.


About Bio-Rad:


Bio-Rad is a global leader providing a broad array of clinical diagnostics and life science research products. With a team of more than 8,000 employees and a global network of operations serving our customers, we help people live longer, healthier lives.


Bio-Rad was founded over six decades ago and has continued to provide the healthcare industry with innovative and useful products that help life science researchers accelerate the discovery process and medical diagnostic labs obtain faster, better results.


EEO/AA Employer/Veterans/Disabled/Race/Ethnicity/Gender/Age


Agency Non-Solicitation: 


Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

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