GBS Customer Care GPO Data Officer

Work Schedule

Environmental Conditions

Job Description

Thermo Fisher Scientific offers the scale, reach, and mission-driven work to make a meaningful impact.

DESCRIPTION

Role purpose:

The Senior Manager, SSC Data Governance & Data Office Lead will establish and lead the initial SSC Data Office capability for Customer Care, creating the governance framework, operating model, stakeholder engagement model, and first data owner use case. This role is part of the Global Process Owner function and reports to the GPO Director. This role will act as the central connector between the Customer Care GPO, SSC operations, business data owners, IT, EDP/platform teams, Data Delivery, FP&A, Controlling, and other business consumers to ensure that critical Customer Care data is defined, owned, governed, and improved without disrupting existing business usage.

What you will do:

• Establish the SSC Data Office operating model for Customer Care by defining the initial Data Office mandate, scope, principles, decision rights, and governance cadence
• Set up the governance structure, including Data Governance Board, Data Stewardship working sessions, and executive escalation paths
• Define how the Data Office works with the Customer Care GPO, SSC operations, IT, EDP, Data Delivery, Finance, FP&A, Controlling, and other business groups
• Establish a "do no harm" data governance approach that protects existing reporting and business usage before standardization or change
• Select and structure the first priority data domain or use case within Customer Care, such as Customer Master, Case Management Data, Service Level Data, or Customer Interaction Data
• Identify and engage the accountable business Data Owner and supporting Data Stewards
• Facilitate agreement on ownership, data definitions, critical data elements, quality expectations, and remediation responsibilities
• Ensure that changes to definitions, datasets, or reporting logic are supported by proper impact assessment and business validation
• Build strong partnerships with the Customer Care GPO, workstream leads, operations leaders, FP&A, Controlling, IT, EDP, Data Delivery, and Digital Transformation teams
• Resolve conflicts where different teams use the same data differently
• Escalate ownership gaps, quality issues, and prioritization conflicts to the appropriate governance forum
• Communicate the value of data governance in business terms, such as reduced manual reconciliation, improved trust in reporting, improved process performance, and better automation readiness
• Develop practical standards for data ownership, stewardship, critical data elements, data definitions, data quality rules, issue management, data product certification, and change impact assessment
• Ensure the framework supports fragmented ERP environments and EDP onboarding priorities
• Align SSC governance standards with enterprise data governance principles where applicable
• Ensure privacy, security, compliance, and control considerations are built into the governance model
• Create a prioritization model for data onboarding to EDP based on business criticality, reuse potential, risk, quality, and scalability
• Partner with IT and Data Delivery to identify where governed data products, semantic models, or certified datasets are required
• Ensure local or manual workarounds are documented before any replacement or standardization
• Define success measures for the first use case, including ownership coverage, critical data elements defined, data quality rules implemented, issues remediated, and business adoption
• Prepare monthly updates for governance forums and executive sponsors
• Track risks, blockers, dependencies, and business value realization

Key deliverables in the first 6–12 months:

• SSC Data Office charter and operating model for Customer Care
• Stakeholder map and governance cadence
• First Data Owner use case selected and mobilized
• Data ownership and stewardship model
• Critical data element inventory for the pilot domain
• Draft glossary and definition standards
• Data quality issue and remediation framework
• Data change impact assessment process
• Prioritized EDP onboarding backlog for the pilot domain
• First data governance scorecard and executive progress report

REQUIREMENTS

How you will get here:

• Strong experience in data governance, data management, process governance, finance operations, shared services, or digital transformation
• Strong understanding of Customer Care processes and operations
• Ability to operate across business, operations, IT, and analytics teams
• Experience working in fragmented ERP environments is highly valuable
• Strong stakeholder management, facilitation, and conflict-resolution skills
• Ability to translate data issues into business impact and executive-level recommendations
• Practical knowledge of data ownership, stewardship, data quality, data cataloguing, semantic models, reporting, and data product concepts
• Strong communication and change management skills
• Experience working within or closely with Global Process Owner functions is preferred

Success measures:

• Data Owner and Data Stewards appointed for the first use case
• Governance forums established and operating
• Critical data elements defined and approved
• Key consumers and downstream dependencies documented
• Data quality rules and scorecards launched
• Data issues assigned to accountable owners with clear remediation actions
• Business stakeholders trust the Data Office as an enabler, not as a control function that disrupts existing operations