Senior Escalations & CX Leader - Remote

eResearch Technology Inc

United States

Remote

USD 110,000 - 150,000

Full time

3 days ago

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Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Remote options

Tuition reimbursement

Wellness programs

Life insurance

Disability insurance

Employee assistance

Job summary

Clario, a part of Thermo Fisher Scientific, seeks an experienced escalation management professional to lead complex customer escalations and drive improvements across Customer Care. The role emphasizes stakeholder collaboration, data-driven analysis, and governance of process enhancements.

The successful candidate will have a strong background in escalation management, Clario tools, and ITIL/Agile certifications, with excellent communication and the ability to work remotely from the United

Qualifications

Bachelor’s degree in electronics or technical schooling or equivalent.
5+ years in escalation management, client success, or customer experience.
Experience with Clario processes and tools within Customer Care.
Minimum 4 years as a Customer Service Experience Manager or equivalent.
LEAN or ITIL certification and Agile certification.
Proficiency with Microsoft Office applications.
Excellent written and verbal English communication; ability to explain complex info.

Responsibilities

Lead complex customer escalations from identification through resolution.
Analyze escalation trends and root causes; translate into recommendations.
Develop and implement resolution strategies with Customer Care Management.
Review reports to prioritize risks and drive process improvements.
Partner with sponsors, sites, and clinical research associates for risk assessments.
Lead governance activities and special projects from escalations.
Train and mentor Customer Service staff and provide technical leadership.