Customer Site Program Manager – Lab Services

ThermoFisher Scientific; Boston (MA); Hybrid; USD 95,000 - 142,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

PTO & Holidays

Tuition reimbursement

ESPP

Job summary

Thermo Fisher Scientific in Massachusetts seeks a Program Manager, Customer Site Manager to serve as the primary contact for Unity Lab Services across multiple U.S. locations. You will lead on-site teams, partner with customer management and sales, and drive service delivery and measurable value.

Responsibilities include team leadership, operational excellence, quarterly reviews, and process improvements in a GMP/GLP environment; hybrid work arrangement.

Qualifications

• Bachelor’s degree plus 4 or more years of related experience.
• 3-5 years of supervisory or management experience, including people management.
• Strong leadership skills with the ability to coach, influence, and motivate a large team.
• Excellent customer service and relationship-building skills.
• Strong verbal and written communication skills, including SOPs and presentations.
• Strong analytical and critical-thinking skills and ability to adapt in a fast-paced environment.
• Excellent organizational skills and prioritization of workloads.
• Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint.
• Ability to provide constructive feedback and manage performance issues.
• Laboratory setting experience; GLP/GMP experience preferred.

Responsibilities

• Lead a cross-functional, matrixed team of on-site service specialists supporting key customer locations.
• Participate in candidate selection, onboarding, training, performance evaluation, and corrective action.
• Coach and develop employees; identify training needs and cross-training opportunities.
• Promote a positive, collaborative work environment grounded in company values.
• Manage team performance, productivity, attendance, and workload priorities.
• Deliver contracted services across all locations and coach relationships with customer management.

Skills

Leadership

Customer service

Verbal and written communication

Analytical thinking

Organizational skills

Constructive feedback

People management

Education

Bachelor’s degree

Laboratory setting experience (GLP/GMP preferred)

Tools

Microsoft Outlook

Excel

Word

PowerPoint

Job description

Thermo Fisher Scientific in Massachusetts seeks a Program Manager, Customer Site Manager to serve as the primary contact for Unity Lab Services across multiple U.S. locations. You will lead on-site teams, partner with customer management and sales, and drive service delivery and measurable value.

Responsibilities include team leadership, operational excellence, quarterly reviews, and process improvements in a GMP/GLP environment; hybrid work arrangement.