Lead Customer Service Experience Manager
Core
Lead escalation management and customer experience for clinical trial data services, ensuring alignment between customer expectations and department objectives while driving operational improvements.
Role type
Senior IC Customer Experience Manager (Escalation & Process Improvement)
Builds
Resolution strategies, SOPs, process improvements, and executive reports for clinical trial clients
Domain
Life Sciences / Clinical Trials / Customer Service
Deliverable
dashboards & analysis
Required skills
Escalation management, Root cause analysis, Cross-functional collaboration, Change management, Stakeholder management, Data analysis, Process improvement, Mentoring, Microsoft Office Suite, AI tools (Copilot)
Preferred skills
LEAN, ITIL, Agile, Six Sigma, Power BI, Power Automate, Clinical trials domain knowledge
Technologies
Microsoft Copilot, Microsoft Office Suite, SharePoint, Power BI, Power Automate
Responsibilities
Serve as primary escalation point for high-priority issues; Establish clear expectations with customers and stakeholders; Lead solution-oriented escalation management; Partner with customers to understand underlying business challenges; Conduct regular business reviews; Analyze escalation trends and develop corrective action plans; Develop and execute cross-functional process improvement initiatives; Lead change management activities; Provide technical leadership and mentoring to team members; Monitor customer experience metrics and prepare executive reports.
Seniority
Senior, hands-on IC with leadership responsibilities
