Senior Director, Customer Experience

Senior Director, Customer Experience page is loaded## Senior Director, Customer Experience locations:
Minneapolis, MNtime type:
Full time posted on:
Posted Yesterday job requisition :
JR101462
** By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.
** Pay Range:$ - $Bio-Techne is a global leader in life science tools and technologies, empowering researchers, clinicians, and innovators to accelerate scientific breakthroughs and improve human health. Our portfolio fuels advancements in genomics, proteomics, cell biology, and diagnostics—and we are equally committed to delivering an extraordinary customer experience that matches the impact of our science. At Bio-Techne, every interaction matters, and every customer touchpoint is an opportunity to advance discovery.
** Position Overview
** We are seeking a visionary Director of Global Customer Experience & Support to elevate and unify our worldwide Customer Service and Technical Support operations. This leader will architect an exceptional end-to-end customer journey, champion operational excellence, and drive measurable improvements in satisfaction, loyalty, and service  this role, you will guide global teams, shape customer experience strategy, and collaborate across the business to create seamless, frictionless, and delight-driven interactions at every stage—from pre-sales consults to post-purchase technical resolution.

You will be the voice of the customer and the catalyst for continuous improvement across Bio-Techne.
** Key Responsibilities
** Leadership & Team Development
* Lead, inspire, and grow high-performing global Customer Service and Technical Support teams.
* Develop a culture of accountability, innovation, empathy, and excellence across all regions.
* Align regional operations with Bio-Techne’s global strategy, ensuring a cohesive and consistent customer experience.

Customer Service & Technical Support Excellence
* Oversee world-class operations for order management, customer inquiries, and technical troubleshooting.
* Strengthen and exceed SLAs for response and resolution times.
* Implement intelligent escalation pathways for complex issues to ensure rapid, high-quality support.

Operational Excellence & Scalability
* Lead process improvements that enhance scalability, efficiency, and operational resilience.
* Harness data, analytics, and customer feedback to identify trends, implement improvements, and proactively resolve friction points.
* Maintain strict adherence to global regulatory and quality standards.

Customer Experience Strategy & Innovation
* Own key customer satisfaction metrics—including NPS, CSAT, and Customer Effort Score—and drive year-over-year improvement.
* Design and implement initiatives to reduce customer effort and increase first-contact resolution.
* Partner with commercial teams to ensure seamless transitions throughout the customer lifecycle.

Cross-Functional Leadership
* Collaborate closely with Sales, Marketing, Product Management, Operations, and Quality to embed the customer perspective into business planning.
* Represent Customer Experience and Support in strategic discussions, helping shape company-wide initiatives that impact customer touchpoints.
** Qualifications
* ** Bachelor’s degree (advanced degree preferred) in Life Sciences, Business, or a related discipline.
* 12+ years of progressive customer service or technical support leadership experience, ideally within the life sciences sector.
* 7+ years of progressive people leadership experience, ideally within a global and high-matrixed organization.
* Demonstrated success managing global teams and driving measurable improvements in customer experience.
* Strong understanding of life sciences workflows and customer needs.
* Exceptional communication, leadership, and change-management skills.
* Expertise with CRM systems, digital support tools, and data-driven decision-making.
** Key Competencies
*** Deep customer-first mindset.
* Strong operational discipline with a…