Global Customer Service Enablement Architect

Repligen Corporation; Waltham (MA); Vor Ort; USD 91.344 - 125.599; Vollzeit

Zusammenfassung

Repligen Corporation in the United States seeks a Senior Customer Operations Enablement Manager to own the design, delivery and continuous improvement of global training and capability-development programs for Customer Service, serving as the subject matter expert for Order-to-Cash enablement.

You will partner with IT and regional leaders to scale learning solutions, drive measurable performance improvements, and govern onboarding and certification programs across the global organization.

Qualifikationen

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

Aufgaben

• Define and execute the global training strategy for Customer Service aligned to CX and Order-to-Cash roadmap.
• Design scalable learning solutions covering O2C processes, product knowledge, and compliance.
• Drive measurable improvement in performance via training impact on SLAs, productivity, and order accuracy.
• Govern onboarding, refresher, and role-based training across the global organization.
• Partner with regional leaders to harmonize processes and establish a global knowledge framework.
• Embed continuous improvement via voice of customer and performance analytics.
• Collaborate with IT to leverage LMS and knowledge tools and integrate training into system rollouts.
• Enable structured career pathways through competency frameworks and certification programs.
• Align training priorities with business needs and present ROI to executive leadership.

Kenntnisse

Global training design

Stakeholder management

Analytical skills

Cross-functional leadership

Ausbildung

Bachelor's degree

Tools

SAP ERP

Salesforce CRM

LMS platforms

Jobbeschreibung

Repligen Corporation in the United States seeks a Senior Customer Operations Enablement Manager to own the design, delivery and continuous improvement of global training and capability-development programs for Customer Service, serving as the subject matter expert for Order-to-Cash enablement.

You will partner with IT and regional leaders to scale learning solutions, drive measurable performance improvements, and govern onboarding and certification programs across the global organization.