Senior Global Customer Service Enablement Lead

RepliGen Corporation; Breda; On-site; EUR 80,000 - 110,000; Full time

Benefits offered by this job

Bonus program

Equity potential

Job summary

Repligen is seeking a Senior Customer Operations Enablement Manager to lead global training and capability programs for Customer Service. You will design scalable learning frameworks, govern onboarding and certifications, and partner with IT and regional leaders to scale solutions across regions.

You will drive measurable improvements by tying training outcomes to SLA adherence, order accuracy, and OTIF, while aligning with CX and Order-to-Cash roadmaps and reporting ROI to executives.

Qualifications

• Bachelor's degree preferred.
• 10+ years in customer service, training, or capability development, preferably in life sciences, biotech, or regulated industries.
• Proven experience designing and scaling global training programs.
• Strong understanding of Order-to-Cash processes, customer service operations, and supply chain dynamics.
• Experience working with ERP (SAP preferred), CRM (Salesforce), and LMS platforms.

Responsibilities

• Define and execute the global training strategy for Customer Service, aligned to Repligen's CX and Order-to-Cash transformation roadmap.
• Design and deliver scalable learning solutions covering Order-to-Cash processes and systems, product and application knowledge, customer communication and escalation handling, and compliance and regulatory requirements.
• Drive measurable improvement in operational performance through targeted capability-building interventions, tying training outcomes to SLA adherence, productivity metrics, and order accuracy/OTIF alignment.
• Own end-to-end governance of onboarding, refresher, and role-based training programs, ensuring consistency and adoption across the global Customer Service organization.
• Partner with regional Customer Service leaders to harmonize processes, tools, and training content, establishing a global knowledge management framework.
• Embed continuous improvement loops through voice of customer, employee feedback, and performance analytics, refining training content and delivery based on measured impact.
• Partner with IT/Digital teams to leverage learning technologies (LMS, AI-enabled coaching, knowledge tools), integrating training into system rollouts, process changes, and transformation initiatives.
• Enable structured career pathways through competency frameworks and certification programs aligned with Repligen's global career architecture.

Skills

Global training

Capability development

Stakeholder management

Analytics

Education

Bachelor's degree

Tools

SAP

Salesforce

LMS

Job description

Repligen is seeking a Senior Customer Operations Enablement Manager to lead global training and capability programs for Customer Service. You will design scalable learning frameworks, govern onboarding and certifications, and partner with IT and regional leaders to scale solutions across regions.

You will drive measurable improvements by tying training outcomes to SLA adherence, order accuracy, and OTIF, while aligning with CX and Order-to-Cash roadmaps and reporting ROI to executives.