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Overview

The Vice President, Global Customer Care is responsible for establishing and advancing Neogen’s global customer care strategy, operating standards, service performance framework, and customer support infrastructure to deliver a consistent, high-quality customer experience globally.

Reporting directly to the Chief Commercial Officer, this role will build the global framework, governance model, systems strategy, and standard operating procedures that enable Customer Care, Field Service, and Technical Support teams across all regions to operate with greater consistency, efficiency, and customer focus.

Key Responsibilities

Global Customer Care Strategy & Leadership:

• Develop and execute a global customer care strategy aligned with Neogen’s commercial growth objectives and customer experience vision.

• Establish a scalable global operating model that balances global standards with regional execution.

• Serve as the functional leader for Customer Care, Technical Support, and Service Excellence initiatives across the organization.

• Build strong partnerships with regional commercial leaders to ensure adoption of global standards and best practices.

• Lead enterprise-wide initiatives focused on improving customer satisfaction, responsiveness, and service quality.

Customer Experience Excellence:

• Design and implement a consistent customer experience framework across all customer touchpoints.

• Establish customer service standards, policies, and operating procedures that create a seamless global experience.

• Partner with commercial and operational leaders to improve the customer journey from order placement through product delivery and post-sale support.

• Drive Voice of Customer programs and customer feedback mechanisms to identify opportunities for improvement.

• Champion a customer-centric culture across the organization.

Operational Excellence & Process Standardization:

• Develop global SOPs, workflows, and standard work processes for Customer Care operations.

• Identify and eliminate process inefficiencies that impact customer experience, service levels, and operational performance.

• Establish governance mechanisms to ensure consistency and compliance across regions.

• Drive continuous improvement initiatives utilizing Lean, Six Sigma, or similar methodologies.

• Lead efforts to simplify and standardize customer-facing processes globally.

Service Performance & KPI Management:

• Establish a comprehensive service performance measurement framework.

• Define and monitor key performance indicators including Customer satisfaction (CSAT), Net Promoter Score (NPS), Service Level attainment, customer retention, etc.

• Implement a regular operating cadence for reviewing service performance and driving accountability.

• Deliver executive-level reporting and insights to commercial leadership.

Systems & Digital Enablement:

• Partner with IT and Commercial Operations to define the technology roadmap supporting Customer Care.

• Optimize CRM, case management, customer communication, and service management tools.

• Identify automation opportunities that improve efficiency and customer experience.

• Leverage data and analytics to drive decision-making and operational improvements.

• Ensure systems support global standardization while enabling regional flexibility where appropriate.

Cross-Functional Leadership:

• Collaborate closely with Operations, Commercial Operations, Sales Leadership, Supply Chain, Manufacturing, Quality, Regulatory Affairs, Technical Services, and IT to ensure alignment between customer commitments and enterprise capabilities.

• Lead resolution of systemic customer experience issues impacting service, delivery, quality, or responsiveness.

• Support commercial growth initiatives by ensuring service capabilities scale appropriately with business needs.

Professional Qualifications

• Bachelor’s degree required; advanced degree preferred

• 12+ years of progressive leadership experience in Customer Care, Customer Experience, Commercial Operations, Technical Support, Service Operations, or related functions

• Demonstrated experience leading global or multi-regional customer support organizations

• Proven track record building and implementing global processes, standards, and operating models

• Experience driving large-scale transformation and continuous improvement initiatives

• Strong experience utilizing customer service technologies, CRM platforms, and performance analytics

• Demonstrated success leading through influence in matrixed organizations

• Experience leading customer experience transformation initiatives on a global scale preferred

Leadership Attributes

Customer Focus: Relentlessly advocates for the customer while balancing commercial and operational priorities

Strategic Agility: Anticipates future customer and business needs and translates them into scalable solutions

Operational Excellence: Creates disciplined processes, governance, and accountability mechanisms that drive sustainable results

Influence & Collaboration: Builds strong partnerships across functions, regions, and leadership levels to drive enterprise outcomes

Change Leadership: Successfully leads transformation efforts and gains adoption across complex global organizations

Data-Driven Decision Making: Uses analytics and customer insights to identify opportunities and drive measurable improvement

From inside the farm gate to our dinner plates, Neogen protects the world’s food supply. Through a variety of animal healthcare products, to food safety solutions for dangerous bacteria, allergens, toxins, drug residues and much more, Neogen is there — and you can be too.