Sr. Director, APAC Service Solutions

This Sr. Director role leads the APAC services and solutions organization at Illumina, focusing on instrument services, professional services like training and consulting, and the delivery of large genomic projects. The leader is responsible for driving profitable revenue growth and enhancing customer experience, developing multi-year strategies, and partnering with commercial and global teams to meet regional customer needs and ensure uniform service standards.

Must Have

• Lead APAC services and solutions organization
• Deliver instrument services (break/fix, contracts)
• Create and deliver professional services (PoC, training, consulting)
• Deliver large genomic projects (national scale)
• Drive profitable revenue growth and customer experience
• Develop and drive multi-year strategy (revenue, margin, customer/employee experience)
• Create and execute programs supporting customer journey
• Provide pre-sale and post-sale support to sales team
• Partner with regional commercial team for solutions
• Partner with global service team for regional customer needs
• Provide project management for large deals
• Cultivate strong team for product development VOC
• Establish uniform service standards and processes
• Manage customer relations and escalations
• Partner with Quality organization on audits and CAPA resolutions
• Substantial knowledge and experience in progressive leadership
• Demonstrated ability to lead, influence, and collaborate
• Ability to define long-term strategy and translate to operational plans
• Knowledge of basic financial tools
• Bachelor's degree and minimum 20 years related experience
• 12+ years of Management experience

Perks & Benefits

• Inclusive environment where employees feel valued and empowered
• Zero-net gap in pay (gender, ethnicity, race)
• Employee Resource Groups (ERG) for career development, cultural awareness, and social responsibility

Position Summary:

This role leads the APAC services and solutions organization which is responsible for:

• The delivery of instrument services including break/fix, service contracts etc.
• The creation of and delivery of professional services such as proof of concept, training, and workflow consulting
• The delivery of large genomic projects such as national scale genomic projects.
• Profitable revenue growth and customer experience will be the main measures of success for this leader.

Reporting Structure:

The role reports to the Global VP of Service Solutions with a strong dotted line to the Head of Region. A strong partnership with the commercial team is critical.

Scope of Responsibilities:

• Develops and drives multi-year strategy around revenue generation, margin expansion, customer experience, and employee experience
• Create and execute programs that support the customer journey to speed instrument purchase through to revenue recognition.
• Provides pre-sale, and post-sale support to Illumina sales team
• Partner with the regional commercial team to create and deliver solutions e.g. workflow consulting & proof of concept that supports growth in the region.
• Partner with the global service and solutions team to ensure that global service and solution products meet needs of regional customers
• Provide project management support for large deals including presales, and deal execution.
• Cultivates a strong team that acts as the VOC for product development, e.g. managing Beta testing activities to support better product launches
• Partner with global team to establish uniform service standards and processes by which to monitor performance
• Develop and maintain an environment that encourages excellence, accountability, and personal development for all employees
• Manages customer relations for Sr. level customers on site escalations and resolution. Ensures the Service and Solutions organization develops and execute strategies and programs to manage hot-accounts, customer escalations and resolutions
• Partners with the Quality organization on audits (internal, external and customer), CAPA resolutions, quality issue communication to our customers and ensuring successful customer satisfaction through the whole process.

Preferred Experience/Education:

• Substantial knowledge and experience in progressive leadership within a service and support organization or equivalent business leadership experience
• Demonstrated ability to lead, influence, and collaborate across organizational boundaries.
• Demonstrated ability to define long-term strategy and translate this into operational plans that can be deployed and measured
• Demonstrated knowledge of and use of basic financial tools to manage the business e.g. revenue/COGS/ etc.
• BA/BS in Business or related field or BS/MS in Life Sciences
• Typically requires a Bachelor’s degree and a minimum of 20 years of related experience, with 12+ years of Management experience.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.