Lead Customer Service Experience Manager

Overview

Lead complex customer escalations and serve as the key connection between Customer Care, customers, and internal stakeholders, using data and cross-functional expertise to strengthen customer relationships and improve the customer experience.

What you'll do

• Lead complex customer escalations from identification through resolution, establishing clear expectations with customers and internal stakeholders.
• Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations that improve Customer Care processes, quality, and customer satisfaction.
• Develop and implement resolution strategies in partnership with Customer Care Management, monitoring outcomes and ensuring alignment with applicable budgets, guidelines, standard operating procedures, and policies.
• Review customer escalation and business analysis reports to prioritize risks, maintain visibility and momentum, and identify data-driven opportunities to improve departmental processes and workflows.
• Partner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates, to provide risk assessments, impact analyses, reports, and presentations to Customer Care Management.
• Lead governance activities and special projects arising from escalation meetings and broader process-improvement initiatives.
• Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers, provide technical leadership, and support the manager with team leadership responsibilities.

What you'll need

• Bachelor's degree in electronics, completion of technical school, or equivalent practical experience.
• At least 5 years of experience in escalation management, client success, or customer experience management.
• At least 5 years of experience with Clario, a part of Thermo Fisher Scientific processes and tools and within the Customer Care department.
• A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience.
• LEAN or ITIL certification and Agile certification.
• Proficiency with Microsoft Office applications and related software.
• Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies.
• Excellent written and verbal communication skills in English, with the ability to communicate complex or technical information clearly and accurately to varied audiences.
• Strong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines.
• Demonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations.
• Based in the United States and able to work remotely.

Nice to have

• Experience within customer care, clinical trials, or a related industry.
• Additional language proficiency.

Details

• Location: United States, remote.
• Remote work options available.
• Benefits include competitive compensation, medical, dental, and vision coverage, tuition reimbursement, employee assistance and wellness programs, and life and disability insurance.