Global Customer Operations Leader

Meridian Life Science, Inc.; Memphis (TN); On-site; USD 120,000 - 170,000; Full time

Job summary

Meridian Life Science, Inc. in Memphis is seeking a Manager, Global Customer Operations to lead the global customer service team across the US, Germany, and the China WFOE model.

You will own customer-service workflows in Infor XA, Salesforce, MasterControl and HubSpot, drive KPIs and a high-touch service approach for strategic accounts. You will partner with Sales, Supply Chain, Logistics, Quality, Finance and IT to ensure orders move smoothly from intake to shipment, improve response times and

Qualifications

• Bachelor's degree in business, supply chain, life science or a related field.
• Five to seven years of progressive experience in customer service or customer operations in a regulated industry.
• Experience directly managing and developing a customer service team; multi-country/time zone experience preferred.
• Proven ability to define, track and improve customer service KPIs.
• Experience owning business processes in ERP/CRM/quality-management systems; Infor XA, Salesforce, MasterControl or HubSpot preferred.
• Travel up to 10%.

Responsibilities

• Lead, coach and develop a geographically distributed customer service organization.
• Provide operational oversight for the China WFOE operating model.
• Manage daily customer service operations, workload, escalations and SLAs.
• Define a high-touch service model with proactive communication and clear ownership.
• Serve as escalation point for complex issues and coordinate resolutions.
• Own customer service business processes in Infor XA, Salesforce, MasterControl and HubSpot.
• Drive system adoption, data quality and workflow governance.
• Identify and implement process improvements to reduce manual work and cycle time.
• Establish and report actionable KPIs and drive improvements.
• Oversee order-to-shipment workflow and coordination with Supply Chain and Logistics.
• Support compliant import/export processes and documentation.
• Ensure SOPs, training, and audits are maintained.

Skills

People leadership

Analytical skills

Communication skills

Cross-functional collaboration

Process improvement

Customer service mindset

System requirements

Order-to-cash knowledge

Global operations experience

Education

Bachelor's degree in business, supply chain, life science or a related field

Tools

Infor XA

Salesforce

MasterControl

HubSpot

CRM systems

Microsoft Office

Job description

Meridian Life Science, Inc. in Memphis is seeking a Manager, Global Customer Operations to lead the global customer service team across the US, Germany, and the China WFOE model.

You will own customer-service workflows in Infor XA, Salesforce, MasterControl and HubSpot, drive KPIs and a high-touch service approach for strategic accounts. You will partner with Sales, Supply Chain, Logistics, Quality, Finance and IT to ensure orders move smoothly from intake to shipment, improve response times and