Commercial Operations Process Excellence Manager

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

The Commercial Operations Process Excellence Manager drives the global harmonization and continuous improvement of commercial processes across the Instrument & Enterprise Services business (IES).

Working across regions, countries, functions, and teams, the role documents current ways of working, identifies unnecessary variation, and facilitates the development and adoption of consistent, scalable commercial practices. The scope includes processes supporting opportunities, new service contracts, renewals, warranties, and related customer lifecycle activities.

The role aligns process stages, business definitions, data requirements, and operating practices to enable consistent reporting, reliable commercial insights, and organizational scalability. It partners closely with Sales, Service, Commercial Operations, Data, Finance, and IT, including teams responsible for SAP and Salesforce.

This is a senior individual-contributor role with no direct reports. The Commercial Process Excellence Manager works in partnership with accountable business and functional process owners, providing cross-functional leadership, structure, governance, and facilitation without holding formal ownership of the underlying processes.

Key Responsibilities:

• Lead the discovery, mapping, and documentation of commercial processes across regions, countries, functions, and teams, identifying variations, gaps, dependencies, and undocumented practices.
• Drive the harmonization of end-to-end commercial processes, including Lead-to-Opportunity, Contract-to-Renewal, Warranty Conversion, and related service commercial activities.
• Facilitate the development of common process frameworks, standards, business definitions, data requirements, and ways of working, while accommodating justified regulatory, market, customer, or business-specific requirements.
• Develop and maintain a prioritized process-excellence roadmap and facilitate governance with accountable business and process owners, including process reviews, change control, prioritization, decision-making, and escalation.
• Partner with Sales, Service, Commercial Operations, Data, Finance, and IT to align commercial processes with reporting requirements, data governance, and enterprise platforms such as SAP and Salesforce.
• Drive stakeholder alignment and adoption through effective facilitation, communication, change management, training, and clear process documentation.
• Lead or facilitate continuous improvement initiatives that enhance efficiency, data quality, reporting consistency, customer and user experience, and the scalability of commercial operations.

Key Skills and Competencies:

• Strong understanding of commercial and service lifecycle processes, including opportunities, contracts, renewals, warranties, and installed-base information.
• Strong process discovery, mapping, analysis, and documentation capabilities using methodologies such as PPI, Lean, Six Sigma, or equivalent approaches.
• Ability to balance global consistency with legitimate regional, regulatory, market, and customer requirements.
• Strong analytical and problem-solving skills, with the ability to connect process design, data quality, reporting, and commercial decision-making.
• Excellent facilitation, stakeholder-management, and communication skills.
• Ability to build consensus and influence stakeholders without direct authority.
• Strong change-leadership and adoption-management capabilities.
• Strategic mindset combined with a practical, structured, and delivery-focused approach.
• High attention to detail and strong process discipline

What Success Looks Like:

Success in this role will be demonstrated through increased visibility and documentation of commercial processes across regions and teams, reduced unnecessary variation and increased adoption of agreed global process standards, improved consistency and quality of commercial data, reporting, and insights, clearer business definitions, roles, responsibilities, decision points, and process exceptions, reduced manual activity, duplication, and reliance on undocumented or individual knowledge, and improved efficiency, user experience, and scalability of commercial operations.

• Bachelor's degree or equivalent relevant experience
• Seven or more years of experience in commercial operations, service operations, process excellence, business transformation, or process management
• Demonstrated experience mapping, documenting, and harmonizing processes across multiple countries, regions, functions, or teams
• Experience leading complex cross-functional initiatives within a global, matrixed organization
• Experience with enterprise systems such as SAP and Salesforce
• Experience with service contracts, renewals, warranties, installed-base management, or service commercial models is preferred
• Practical experience with process-improvement methodologies such as PPI, Lean, Six Sigma, or an equivalent approach
• Experience supporting organizational change and the adoption of common ways of working