Customer Operations Team Leader

Responsibilities

Operational Management

• Supervise daily work activities while guiding processes and procedures per the customer and PKI requirements
• Collaborate with all cross functional teams to assure consistent customer satisfaction, vendor cooperation, and timely completion of integrated work activities
• Review/generate reporting to ensure key deliverables are met
• Monitor call volume and adjust internally to maintain optimum customer response and satisfaction.
• Participate in development of global standardization initiatives, monitor staff training and confirm staff compliance to drive consistency and global uniformity
• Participate in Team Leader meetings, collaborating to achieve business objectives
• Provide on-time monthly business review reports and other documentation as required or requested
• Review and approve site specific procedures, assuring alignment with global processes
• Implement best practices and drive continuous process improvement
• Responsible for understanding customer KPI and SLAs and ensuring delivery of metrics.
• Ensure Quality requirements are met to customer specific requirements.
• Provide ad-hoc support based on workload volume and staffing
• Performs other duties as assigned

Staff Management

• Interview, hire, and train new employees, monitoring progress and ensuring proficiency
• Monitor employee utilization and productivity while providing constructive feedback and coaching
• Lead regular staff meetings, to share and discuss operational outcomes, challenges, and process improvement opportunities
• Collaborate to develop and support implementation of process improvements
• Evaluate training needs and development opportunities for team
• Executes performance reviews and employee development plans, providing ongoing coaching and feedback
• Travel to sites as required for customer site visits and team development
• Guide and Support the team through change & continuous improvement initiatives

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time

Basic Qualifications

• 3 years’ experience in a team-based customer service environment and demonstrated leadership skills or 3+ years leadership experience
• Ability to work effectively within a global team and independently
• Strong organization and time management skills

Preferred Qualifications

• Ability to manage priorities with internal and external stakeholders
• Excellent verbal & written communications skills,
• Experience with Microsoft Office Suite
• Bias for action and high level of commitment to internal and external customers
• Change Management capability. Experience in going through and supporting significant change initiatives
• Bachelor’s degree
• Ability to work cross functionally in a matrixed environment
• Experience in a Life Sciences, Pharmaceutical or Biotech industry
• Knowledge of ServiceMax, Smartsheet, and SAP
• Ability to draft/maintain SOP’s in support of work processes, meeting Quality System Requirements
• Project Management skills – ability and experience in LEADING calls/project
• LEAN – any qualifications around LEAN, six sigma

Working Environment:

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
• Job pace may be fast and job completion demands may be high.
• Must be able to remain in a stationary position more than 25% of the time
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, hazardous chemicals.
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against animal allergens where animals are present in the laboratory environment.

The annual compensation range for this full-time position is $69,160.00 to $103,480.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.