Manager, Service Operations

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

We are looking for an experienced Manager, Service Operationsto assist insupporting and enabling field support, technical support and customer service teams. The ideal candidate will have a passion for data, process and enablement with significant experience in field support. You will be well-versed in the concepts surrounding process improvements, reporting, data analysts, field enablement. If you are data driven and passionate about enabling others and looking to make an impact, this role may be for you. This role will report into the Director Commercial Operations and will be a Remote role.

Essential Functions and Responsibilities:

• Tier 1 CRM Service Reports
• Creates and distributes ad-hoc reporting and analysis to service organization
• Identify opportunities to improve business processes that impact opportunity and account data quality
• Contribute to and adopt data quality best practices across various organization including tech support, customer service, field service and applications teams
• Specifying and building tools to improve the speed and quality of support
• Onboarding and training new support team members
• Analyzing support workflows and making suggestions to improve efficiency and effectiveness
• Working closely with product teams to understand and give input into product changes relating to the customer service department
• Assisting with the design and rollout of new support channels and service offerings
• Managing schedules of team members according to customer demand and any service level agreements
• Developing and maintaining standard operating procedures for common situations
• Preparing performance reports by collecting and analyzing data from the customer service functions
• Identifying and acting to remove obstacles to delivering consistently high levels of service
• Leading and supporting customer service teams through required changes
• Working closely with senior management to help customer service deliver on their components of overall company goals and objectives

Education and Experience:

• Minimum of a Bachelor's Degree in Business or related field
• A track record of business process improvement
• Proven leadership and team motivation skills
• Experience in scheduling and forecasting
• Ability to communicate effectively with senior executives
• Ability to analyze and identify improvements in service systems
• Experience in managing cross-team projects to completion
• Ability to work in a team environment
• Ability to work in a fast-paced environment

Physical Requirements:

• Frequently moves boxes weighing up to 20 pounds

Location:

• Remote, San Diego preferred

Travel:

• Domestic travel up to 10%

Job Type:

• Full-time/Exempt

Base Compensation Pay Range:

• $119,000 - $156,000

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off.

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.