Lead Customer Experience & Escalations Manager

Clario; United States; Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Remote work options

Tuition reimbursement

Medical, dental, and vision coverage

Life and disability insurance

Employee assistance and wellness

Job summary

Clario, a part of Thermo Fisher Scientific, is seeking a Lead Customer Service Experience Manager to act as the crucial link between Customer Care, customers, and internal stakeholders. You will lead complex escalations from identification to resolution and align expectations with cross-functional teams.

You will analyze escalation trends, translate findings into actionable recommendations, and develop resolution strategies with governance of projects and training for the team.

Qualifications

• Bachelor’s degree in electronics or equivalent practical experience.
• LEAN or ITIL certification and Agile certification are preferred.
• 5+ years of experience in escalation management, client success, or customer experience management, ideally in customer care or clinical trials.

Responsibilities

• Lead complex customer escalations from identification through resolution with clear expectations.
• Analyze escalation trends, identify root causes, and translate findings into actionable recommendations to improve processes.
• Develop and implement resolution strategies in partnership with Customer Care Management.
• Review escalation and business analysis reports to prioritize risks and drive improvements.
• Partner with stakeholders to provide risk assessments, reports, and presentations to Customer Care Management.
• Lead governance activities and special projects arising from escalation meetings.
• Train, mentor, and coach Customer Service Experience Coordinators and Managers.

Skills

Escalation management

Client success

Customer experience management

LEAN or ITIL

Agile certification

Microsoft Office

Communication skills

Problem solving

Time management

Cross-functional collaboration

English proficiency

Education

Bachelor's degree in electronics

Completion of technical school

Tools

Microsoft Office

Job description

Clario, a part of Thermo Fisher Scientific, is seeking a Lead Customer Service Experience Manager to act as the crucial link between Customer Care, customers, and internal stakeholders. You will lead complex escalations from identification to resolution and align expectations with cross-functional teams.

You will analyze escalation trends, translate findings into actionable recommendations, and develop resolution strategies with governance of projects and training for the team.