Sr Manager, Customer Operations and Support, BCD

Sr. Manager Customer Operations and Support

R-01220152

The Sr. Manager, Customer Operations and Support (CO&S) leads a skilled team of ~30 employees, 2 supervisors and 1 manager supporting the Biologicals and Chemicals Division (BCD).

This onsite role will be located in Grand Island, NY.

The Sr. Manager will lead the team by optimizing team performance and have oversight of quoting, pricing, order entry, and order management, as well as project execution and continuous improvement opportunities, within the CO&S team. With a passion for customer success, the Sr. Manager will build strong cross-functional relationships with internal partners to increase process maturity and create client loyalty through well-managed experiences with CO&S team members and processes.

This role will also lead strategic transformation of multiple customer-facing workflows while advising the team to facilitate adaptable, solution-based customer and commercial interactions throughout the pre-sales and post-sales process.

What will you do?

Lead and Develop Teams:

• Ensures that team provides timely delivery of custom products for all customers by collaborating with internal teams to remove barriers to shipment
• Leads by example and sets standards for professional behavior
• Establishes and adjusts goals and expectations based on changing customer and business needs.
• Cascades business imperatives to the entire team and aligns customer priorities and strategies.
• Partner with Sr Manager at BCD site in Scotland to ensure harmonization of processes between sites, using standard methodologies
• Collect feedback on team barriers, drive cross functional resolution for process improvements
• Enable and empower employees to get involved with continuous improvement initiatives, with a focus on growing talent within Thermo Fisher Scientific
• Proficient in sophisticated PPI event design and execution including compelling cross functional engagement
• Identifies new training opportunities for themselves and for the team as new processes and technologies become available.
• Build onboarding program with Learning & Development to reduce onboarding time
• Assesses gaps in existing systems, training, and team capabilities. Defines plans and strategies to close gaps.
• Holds team and cross functional teams accountable to global metrics for success, performance against those metrics
• Creates a motivational, inspiring team environment with an open communication culture
• Develop talent plan, promote, and enable team’s professional development
• Develop and drive employee engagement & retention plan

Delivering Strategic Analytical Support

• Develops strategies to optimize order to delivery customer experience
• Establishes team infrastructure to optimally run workload while staying ahead of the growth curve
• Evaluates Customer Allegiance Score (CAS) analytics and implements customer experience improvements based on feedback
• Directs global analytical support and analysis for reporting metrics around service responsiveness, performance and communication levels.
• Establishes daily tier review mechanisms at the site level
• Identifies, understands and drives improvement of metrics, including being accountable to business leadership (i.e. performance bowler, Tier).

Driving the Superior Customer Experience

• Introduces new and innovative ways to improve the customer experience and win new business
• Supports proposed pricing models based on margins, growth projections, and cross product line sales and service
• Participates in regular status update meetings within the BPG Commercial Organization and BCD leadership
• Champions business level support when addressing customer success risks and gaps by reporting issues and concerns to the appropriate leadership level.
• Drives client satisfaction and improve internal processes and systems to increase efficiency without jeopardizing service levels

How will you get here?

Education:

• Bachelor's degree required
• MBA or Master’s Degree (preferred)
• Project Management or Six Sigma certification (preferred)

Experience:

• 7+ years of shown experience in people management, developing and leading cross-functional teams
• 5+ years in a Customer Facing role
• 5+ years experience with CRM systems (Salesforce preferred) and forecasting and an understanding of how they relate to the (Sales-Inventory-Operations-Planning) SIOP process
• 2+ years manufacturing experience preferred.
• Confirmed experience with Oracle or other ERP system
• Shown MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word

Knowledge, Skills, Abilities:

• Excellent analytical, organizational, and interpersonal skills, ability to consolidate, analyze, and present data is required
• Must have experience in customer relations and problem-solving customer issues
• Ability to work a matrix environment
• Shown role model leadership capability and intuition for business
• Passion to drive process maturity, performance, and talent development to continuously aim for a better customer experience

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards