Lead Customer Service Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee intricate customer escalations from initial identification to final resolution.

• Set clear expectations with both customers and internal stakeholders while fostering strong relationships.

• Examine escalation patterns, determine root causes, collaborate on product-related challenges, and convert findings into actionable recommendations.

• Create and execute resolution strategies alongside Customer Care Management.

• Track outcomes to ensure they align with budgets, guidelines, standard operating procedures, and policies.

• Analyze customer escalation and business reports to prioritize risks and identify data-driven process enhancements.

• Collaborate with users and both internal and external stakeholders, including sponsors, sites, and clinical research associates.

• Deliver risk assessments, impact analyses, reports, and presentations to Customer Care Management.

• Facilitate governance activities and special projects linked to escalation meetings and process improvement initiatives.

• Train, mentor, and guide Customer Service Experience Coordinators and Customer Service Managers.

• Provide technical leadership and support the manager with team leadership duties.

⛳️ Requirements

• Bachelor’s degree in electronics, completion of technical school, or equivalent practical experience.

• Minimum of 5 years’ experience in escalation management, client success, or customer experience management, ideally within customer care, clinical trials, or a related sector.

• At least 5 years of experience with Clario, part of Thermo Fisher Scientific processes and tools within the Customer Care department.

• A minimum of four years in a role as a Customer Service Experience Manager or similar experience.

• LEAN or ITIL certification and Agile certification.

• Proficiency in Microsoft Office applications and related software.

• Proven ability to analyze complex information, identify root causes, manage risks, and develop effective resolution and continuous improvement strategies.

• Excellent written and verbal communication skills in English; proficiency in additional languages is a plus.

• Strong problem-solving, organizational, and time-management abilities, capable of managing competing priorities and meeting deadlines.

• Demonstrated capability to build collaborative relationships, anticipate customer needs, and provide effective solutions and recommendations.

• Must be based in the United States and able to work remotely.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision insurance.

• Options for remote work.

• Tuition reimbursement program.

• Employee assistance and wellness initiatives.

• Life and disability coverage.