Vice President, Global Customer Care

It's fun to work in a company where people truly believe in what they are doing!

Neogen is seeking a strategic and accomplished Vice President, Global Customer Care to lead the development and advancement of a world-class global customer care function. Reporting to the Chief Commercial Officer, this Director-level leadership role will define the global framework, governance model, service performance standards, systems strategy, and operating procedures that enable Customer Care, Field Service, and Technical Support teams to deliver a consistent, high-quality customer experience across regions.

Key Responsibilities

• Develop and execute a global customer care strategy aligned with Neogen's commercial growth objectives and customer experience vision.
• Establish scalable global operating models, service standards, policies, and standard operating procedures that balance global consistency with regional execution.
• Lead enterprise-wide customer experience initiatives, including Voice of Customer programs, customer journey improvements, and service quality enhancements.
• Define and manage service performance frameworks, including KPIs such as CSAT, NPS, service level attainment, customer retention, and related measures.
• Partner with IT, Commercial Operations, and regional leaders to optimize CRM, case management, customer communication, and service management tools.
• Collaborate cross-functionally with Sales, Operations, Supply Chain, Manufacturing, Quality, Regulatory Affairs, Technical Services, and IT to resolve systemic service issues and ensure customer commitments align with enterprise capabilities.

Job Requirements

• 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 a related function.
• Demonstrated experience leading global or multi-regional customer support organizations.
• Proven ability to build and implement global processes, operating standards, governance models, and scalable service frameworks.
• Experience leading large-scale transformation, continuous improvement, and process standardization initiatives; Lean, Six Sigma, or similar methodology experience is a plus.
• Strong background with CRM platforms, customer service technologies, performance analytics, and data-driven decision-making in a matrixed organization.

What We Offer

• A standard benefits package designed to support employee well-being.
• The opportunity to shape a global customer care strategy with enterprise-wide impact.
• A highly visible leadership role partnering with senior commercial, operational, technical, and regional leaders.
• The chance to drive measurable improvements in customer experience, service quality, and operational effectiveness across a global organization.

If you are a customer-focused leader with the strategic vision, operational discipline, and collaborative influence to transform global service delivery, we'd love to hear from you. Join our team and help advance a consistent, responsive, and high-quality customer experience for customers around the world.

Come Be Part Of A Mission that Matters!

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.