Customer Care Manager, Global Commercial Operations

Illumina; São Paulo; Presencial; USD 60.000 - 100.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Customer Care Manager to lead a global team focused on enhancing the customer experience. This role involves managing a diverse team across multiple locations, ensuring efficient service delivery, and driving process improvements. The ideal candidate will possess strong leadership and project management skills, with a proven track record in customer support, particularly within the life sciences sector. Join a dynamic organization committed to health equity and make a meaningful impact on global health through innovative genomic technologies.

Qualificações

• 7+ years of customer support experience in life sciences.
• 3+ years of management experience in a commercial role.

Responsabilidades

• Lead a global shared services team supporting customers.
• Establish KPIs and monitor team performance.
• Collaborate with stakeholders to enhance customer service.

Conhecimentos

Leadership

Project Management

Customer Support

Analytical Problem-Solving

Negotiation Skills

Interpersonal Skills

Formação académica

B.S. in Science or Business

Ferramentas

CRM Systems

ERP Systems

Microsoft Suite

Visio

Quickbase

Descrição da oferta de emprego

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients. Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world-changing projects, you will do more and become more than you ever thought possible.

Please submit your resume in English. English fluency is a requirement for the position. The hired candidate will be managing a team based in Brazil and India, as well as partnering closely with stakeholders in the USA, Singapore, and Europe.

Watch to learn first-hand from our employees what it's like to work in genomics at Illumina.

The Customer Care Manager, Global Commercial Operations will lead a global team of Shared Services Specialists supporting customers and regional Customer Care teams. Responsibilities include email support, order entry, and tasks related to order management and customer support. The role ensures efficiency, standardization, and continuous improvement in service delivery aligned with business objectives.

Key Responsibilities include:

1. Leads, inspires, and directs a global shared services team located in multiple international sites, providing support to all regions.
2. Monitors and directs daily workload activities to meet business objectives and enhance customer experience.
3. Establishes KPIs for the customer care team and measures performance to ensure targets are met or exceeded.
4. Manages customer inquiries through case routing and assignment, reviewing and improving case routing mechanisms.
5. Collaborates with cross-functional stakeholders to evaluate order-to-delivery performance for exceptional customer service.
6. Handles diverse issues requiring analysis of various factors, advising the team to meet schedules and resolve technical problems.
7. Resolves escalated customer and internal issues to improve experience.
8. Recommends process, policy, and system improvements for accuracy and efficiency.
9. Ensures employees record transactions accurately within CRM, ERP, or other systems.

Preferred Requirements:

• Strong leadership skills with the ability to motivate and build flexible processes within a dynamic environment.
• Ability to quickly develop expertise, multi-task, embrace change, and innovate.
• Proven project management and process improvement skills.
• Excellent interpersonal and leadership skills, with a positive, dynamic work environment focus.

Preferred Experience/Education:

• B.S. or equivalent in science or business-related field.
• 7+ years of customer support experience, preferably in the life sciences industry.
• 3+ years of management experience in a commercial role.
• Strong organizational, interpersonal, and decision-making skills.
• Experience with team-oriented work environments.
• Attention to detail and analytical problem-solving skills.
• Strong negotiation and communication skills.
• In-depth knowledge of ERP and CRM systems.
• Proficiency in Microsoft Suite, Visio, and Quickbase.
• Fluent in English and Portuguese.

At Illumina, we foster a diverse and inclusive workplace, committed to equal opportunity and diversity in all aspects of employment. We encourage applicants from all backgrounds and provide accommodations for applicants with disabilities. For more information, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Please note, this role is not eligible for visa sponsorship.