Lead Customer Service Experience Manager

Clario; United States; Híbrido; USD 110.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work options

Tuition reimbursement

Medical, dental, and vision coverage

Life and disability insurance

Employee assistance and wellness

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

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

Educación

Bachelor's degree in electronics

Completion of technical school

Herramientas

Microsoft Office

Descripción del empleo

Join Clario, a part of Thermo Fisher Scientific as a Lead Customer Service Experience Manager, serving as a key connection between Customer Care, our customers, and internal stakeholders. You’ll lead complex customer escalations, align expectations with department objectives, and use data, cross-functional expertise, and proven resolution strategies to strengthen customer relationships and continuously improve the customer experience.What We OfferCompetitive compensationMedical, dental, and vision coverageRemote work optionsTuition reimbursementEmployee assistance and wellness programsLife and disability insuranceThese benefits are localized for U.S.-based positions using the embedded approved repository.What You’ll Be DoingLead complex customer escalations from identification through resolution, establishing clear expectations with customers and internal stakeholders while maintaining strong customer relationships.Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations that improve Customer Care processes, quality, and customer satisfaction.Develop and implement resolution strategies in partnership with Customer Care Management, monitoring outcomes and ensuring alignment with applicable budgets, guidelines, standard operating procedures, and policies.Review customer escalation and business analysis reports to prioritize risks, maintain visibility and momentum, and identify data-driven opportunities to improve departmental processes and workflows.Partner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates, to provide risk assessments, impact analyses, reports, and presentations to Customer Care Management.Lead governance activities and special projects arising from escalation meetings and broader process-improvement initiatives.Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers, provide technical leadership, and support the manager with team leadership responsibilities.What We Look ForBachelor’s degree in electronics, completion of technical school, or equivalent practical experience.At least 5 years of experience in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related industry.At least 5 years of experience with Clario, a part of Thermo Fisher Scientific processes and tools and within the Customer Care department.A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience.LEAN or ITIL certification and Agile certification.Proficiency with Microsoft Office applications and related software.Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies.Excellent written and verbal communication skills in English, with the ability to communicate complex or technical information clearly and accurately to varied audiences; additional language proficiency is a plus.Strong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines.Demonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations.Based in the United States and able to work remotely.At Clario, a part of Thermo Fisher Scientific, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.Clario, a part of Thermo Fisher Scientific is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.EEO StatementClario is an equal opportunity employer. Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.