Senior Escalation & Customer Experience Lead (Remote)

Clario; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

Clario, a Thermo Fisher Scientific company, is seeking a Customer Service Experience Manager based in the United States to lead complex escalations, analyze trends, and drive improvements across the Customer Care organization. You will collaborate with sponsors, sites, and clinical research associates to provide risk assessments and data-driven recommendations.

Remote work options are available. The role requires 5+ years in escalation management or customer experience and strong analytical,

Qualifications

• Bachelor’s degree in electronics, completion of technical school, or equivalent practical experience.
• 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.

Responsibilities

• Lead 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.

Skills

Escalation management

Client success

Customer experience

ITIL

LEAN

Agile

Microsoft Office

English communication

Education

Bachelor’s degree or technical education

Job description

Clario, a Thermo Fisher Scientific company, is seeking a Customer Service Experience Manager based in the United States to lead complex escalations, analyze trends, and drive improvements across the Customer Care organization. You will collaborate with sponsors, sites, and clinical research associates to provide risk assessments and data-driven recommendations.

Remote work options are available. The role requires 5+ years in escalation management or customer experience and strong analytical,