Senior Manager, Customer Service
Core
Drive customer experience and operational efficiency in key transactional areas while managing a multi-cultural customer care team.
Role type
Senior Manager, Customer Service
Builds
Scalable customer care solutions and consistent customer experiences for Thermo Fisher
Domain
Life Sciences / Customer Service
Deliverable
client delivery
Required skills
People management, team leadership, operational budget management, KPI tracking, stakeholder management, process improvement, strategic account management, cross-functional collaboration, coaching and mentoring
Preferred skills
Agile mindset, risk aversion, ability to work autonomously, experience with matrix organizations
Technologies
N/A
Responsibilities
Motivate and develop the customer care team; manage day-to-day operations of a complex customer care organization; recruit, direct, and coach team leads and members; set clear goals for employees; participate in developing operating plans and executing tactical initiatives; track and improve Key Performance Indicators including Customer Allegiance Score (CAS); participate in regional integration initiatives; manage key points of contact for strategic accounts; manage SLAs with key stakeholders; manage operational budgets; foster an environment of continuous improvement
Seniority
Senior, hands-on IC with people management focus