AI-Driven Service Improvement Lead

Biopharma Careers; North Carolina; On-site; USD 90,000 - 130,000; Full time

Job summary

Evinova is seeking a Service Improvement Manager to drive continuous improvement across the Service organization, partnering with Operations, Product, Engineering, and Quality teams. You will leverage customer insight and operational data to enhance service quality, experience, efficiency and scalability, with a focus on AI, automation and actionable outcomes.

You will own the CSI backlog, lead regular reviews, and champion standardized processes across customers, studies and markets while

Qualifications

• Bachelor's degree required; highly regulated life sciences/healthcare background preferred.
• Experience leading CSI initiatives in a service management environment.
• Ability to translate complex data into actionable improvements within cross-functional teams.

Responsibilities

• Own the CSI backlog and roadmap across Service orgs; prioritize and drive improvements to completion.
• Lead service monitoring and alerting initiatives with Engineering; measure impact on SLAs and efficiency.
• Identify opportunities to use AI and automation to reduce manual work and improve service quality.

Skills

ITIL certification

CSI / service improvement

Data analytics

CRM platforms (Service Cloud)

Cross-functional collaboration

Education

Bachelor's Degree

Tools

Service Cloud

Power BI

Job description

Evinova is seeking a Service Improvement Manager to drive continuous improvement across the Service organization, partnering with Operations, Product, Engineering, and Quality teams. You will leverage customer insight and operational data to enhance service quality, experience, efficiency and scalability, with a focus on AI, automation and actionable outcomes.

You will own the CSI backlog, lead regular reviews, and champion standardized processes across customers, studies and markets while