Global Customer Ops Leader - High-Touch & KPI-Driven

Meridian Bioscience Inc.; Memphis (TN); On-site; USD 140,000 - 190,000; Full time

Job summary

Meridian Bioscience Inc. seeks a Manager, Global Customer Operations to lead the US, Germany and China customer service teams and optimize end-to-end order management.

You will own service standards, KPIs and processes across Infor XA, Salesforce, MasterControl and HubSpot, partnering with IT and cross-functional colleagues to deliver high-touch, compliant support for strategic accounts. Responsibilities include coaching a distributed team, ensuring accurate orders, timely resolutions and

Qualifications

• Bachelor's degree in business, supply chain, life science or related field.
• 5–7 years in customer service or operations within regulated life science or diagnostics industries.
• Experience managing a global customer service team across multiple countries or time zones.
• Proven ability to define, track and improve KPIs with measurable results.
• Experience with ERP/CRM/quality systems; knowledge of Infor XA, Salesforce, MasterControl or HubSpot preferred.

Responsibilities

• Lead a geographically distributed customer service organization across the US, Germany and China.
• Define service standards, operating controls and KPIs to improve order accuracy and response times.
• Oversee order-to-shipment workflow, including order entry, pricing, availability and proof of delivery.
• Collaborate with Sales, Supply Chain, Logistics, QA and IT to align customer priorities with operations.
• Act as senior escalation point for complex issues and drive continuous improvement initiatives.

Skills

Customer service leadership

Process improvement

KPIs & performance metrics

Cross-functional collaboration

Data analysis

Education

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

Tools

Infor XA

Salesforce

MasterControl

HubSpot

Job description

Meridian Bioscience Inc. seeks a Manager, Global Customer Operations to lead the US, Germany and China customer service teams and optimize end-to-end order management.

You will own service standards, KPIs and processes across Infor XA, Salesforce, MasterControl and HubSpot, partnering with IT and cross-functional colleagues to deliver high-touch, compliant support for strategic accounts. Responsibilities include coaching a distributed team, ensuring accurate orders, timely resolutions and