Director, Communications, Operations and Customer Service

VWR part of Avantor is recruiting for a Senior Director, Communications, Operations and Customer Service to be responsible for developing and executing a comprehensive communications strategy that advances business priorities across Avantor's global Operations and Customer Service organizations. This role serves as a strategic advisor to executive leadership and leads communications initiatives that strengthen associate engagement, support business transformation, enhance customer confidence, and protect the company's reputation.

Operations and Customer Service play a critical role in delivering exceptional customer experiences through safe, reliable, high-quality manufacturing, distribution, supply chain, and service operations. As these organizations continue to evolve, effective communication is essential to driving alignment, engagement, and organizational performance.

The Senior Director will partner closely with executive leaders, including the Chief Operating Officer and Customer Service leadership, to deliver integrated communications strategies spanning internal communications, executive communications, change management, issues management, crisis preparedness, and external storytelling. The role will collaborate extensively with Communications colleagues, Human Resources, Legal, Investor Relations, Commercial leaders, and regional stakeholders to ensure consistent messaging and execution globally.

This highly visible leadership role reports directly to the Vice President, Enterprise Communications and serves as a trusted member of the Operations leadership community.

Key Responsibilities

Operations Communications

Strategic Communications Leadership

• Develop and lead a global communications strategy supporting Operations and Customer Service priorities, aligned with enterprise objectives and business strategy.
• Serve as the primary communications advisor to Operations and Customer Service executive leadership, providing counsel on organizational priorities, business transformation, reputation management, employee engagement, and stakeholder communications.
• Build integrated communications plans that align enterprise messaging with regional and functional business needs.
• Partner with leadership teams to translate complex business strategies into compelling narratives that motivate action and drive understanding.

Operations & Customer Service Communications

• Lead communications supporting manufacturing, distribution, supply chain, logistics, quality, procurement, and customer service functions globally.
• Develop communication frameworks and resources that enable Customer Service leaders and teams to effectively engage stakeholders through scalable self-service communication approaches.
• Support initiatives that improve customer experience and strengthen alignment between operational performance and customer expectations.
• Collaborate with site leaders and regional stakeholders to ensure effective communication with both frontline and office-based associates.
• Advise on communications related to operational initiatives, site activities, business continuity events, and transformation programs.

Executive Communications & Thought Leadership

• Provide strategic executive communications support for Operations leadership, including speechwriting, presentations, leadership messages, town halls, and organizational updates.
• Lead the COO's communications and thought leadership strategy, including internal visibility and external positioning opportunities.
• Develop and govern executive social media strategies that amplify leadership perspectives, operational excellence, company achievements, and brand storytelling.
• Partner with Corporate Communications to identify opportunities for earned media, speaking engagements, and external visibility.

Change Communications & Associate Engagement

• Lead communications support for large-scale transformation initiatives across Operations and Customer Service.
• Partner closely with change management, human resources, and business leaders to ensure clear, coordinated, and effective organizational change communications.
• Develop engagement strategies that connect associates to business priorities, reinforce company culture, and strengthen organizational trust.
• Ensure communications effectively reach diverse employee populations, including manufacturing, distribution, and frontline teams.

Issues & Crisis Communications

• Own communications preparedness and response strategies for operational issues, business disruptions, and site-related incidents.
• Develop proactive and reactive crisis communications plans, tools, and training programs.
• Advise leadership on communications related to operational risk, reputation management, customer-impacting events, and business continuity situations.
• Coordinate with Legal, Regulatory, Quality, EHS, and Communications teams to ensure effective response during sensitive situations.

Measurement, Governance & Continuous Improvement

• Establish communications objectives, metrics, and reporting mechanisms to measure effectiveness and demonstrate business impact.
• Analyze audience insights and communication performance data to continuously improve programs and channels.
• Stay informed of emerging communications trends, digital innovations, and industry best practices.
• Ensure governance and consistency across communications activities while enabling flexibility for regional and functional needs.

Qualifications

Education

• Bachelor's degree in Communications, Journalism, Public Relations, Marketing, Business, or a related field required.

Experience

• 15+ years of progressive communications experience across corporate, agency, or consulting environments.
• Demonstrated success developing and leading enterprise-wide communications strategies for complex global organizations.
• Significant experience supporting senior executives and advising leadership teams on high-impact business issues.
• Strong experience across multiple communications disciplines, including internal communications, executive communications, change communications, media relations, social media, and crisis management.
• Experience supporting operations, manufacturing, supply chain, customer service, industrial, healthcare, life sciences, or similarly complex business functions preferred.
• Proven success operating in highly matrixed, global organizations.
• Experience leading organizational transformation and change communications initiatives.

Knowledge, Skills and Abilities

• Strategic communications expertise with exceptional business acumen.
• Outstanding writing, editing, storytelling, and presentation skills.
• Ability to influence and advise senior executives on sensitive and complex business issues.
• Executive presence and strong interpersonal effectiveness.
• Demonstrated experience navigating ambiguity, organizational change, and fast-paced business environments.
• Strong issues management and crisis communications capabilities.
• Ability to build trusted relationships across functions, regions, and levels of leadership.
• Experience measuring communications effectiveness and translating insights into action.
• Highly collaborative, proactive, and solutions-oriented leadership style.
• Strong project management and organizational capabilities with the ability to manage multiple priorities simultaneously.
• Digitally fluent with expertise across social, digital, and emerging communications platforms.
• Commitment to continuous improvement, innovation, and communications excellence.

Travel

• Domestic and international travel up to 15%.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
 
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
 
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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