Customer Site Manager

Thermo Fisher Scientific • Boston, MA

10d • $92,900 - $139,000

About The Position

At Thermo Fisher Scientific, the Customer Site Manager – People Manager leads onsite laboratory support operations and serves as the primary liaison between Thermo Fisher Scientific and key customer accounts. The role oversees service delivery, develops high-performing teams, drives operational excellence, ensures compliance in regulated laboratory environments, and delivers strong customer outcomes.

The position supports one or more customer locations through the Unity Lab Services portfolio. Services may include laboratory asset management; procurement and work order management; stockroom operations and inventory control; shipping and receiving; chemical management; glassware processing; media and reagent preparation; and cell culture support. The role works primarily independently at customer sites and may involve exposure to chemical-based allergens, cold rooms or freezers, and regulated laboratory environments. Travel may be up to 25%.

Requirements

• Master's degree and at least 4 years of relevant experience, or bachelor's degree and at least 6 years of relevant experience, in pharmaceutical, biotechnology, manufacturing, or another regulated industry.
• At least 3 years of direct cGMP experience.
• At least 3 years of people management or supervisory experience.
• Demonstrated ability to manage customer partnerships through service agreement execution, KPI management, strategic planning, and operational excellence initiatives.
• Experience supporting successful regulatory inspections and customer audits.
• Demonstrated ability to lead complex operations and deliver measurable business results.
• Strong strategic planning, organizational, and execution skills.
• Experience leading continuous improvement initiatives and operational excellence programs.
• Leadership, coaching, and team development capabilities.
• Strong analytical, financial, and business acumen.
• Effective written and verbal communication skills, including SOP development and executive presentations.
• Experience working in matrix organizations and leading cross-functional teams.
• Proficiency with enterprise systems such as SAP, Oracle, Coupa, Maximo, or other procurement and CMMS platforms.
• Strong customer service orientation and problem-solving skills.
• Proficiency with Microsoft Office and Windows-based applications.
• Ability to adapt to changing priorities while maintaining focus on operational excellence, compliance, and customer satisfaction.
• Conflict resolution and employee relations skills.
• Ability to lead organizational change and influence stakeholders through periods of change.
• Risk assessment and mitigation capabilities.
• Experience conducting root cause investigations and implementing corrective and preventive actions (CAPA).
• Experience with workforce planning and labor utilization.
• Ability to prioritize and allocate resources across multiple operational priorities.
• Executive-level communication and presentation skills.
• Ability to travel up to 25%.
• Ability to meet Thermo Fisher and customer pre-employment screening, credentialing, or badging requirements.
• Ability to lift 40 lbs. without assistance.
• Ability to regularly stand, walk, and travel between buildings.
• Ability to work in environments that may include chemical-based allergens and cold rooms or freezers; use required personal protective equipment.

Nice To Haves

• Degree in Engineering, Chemistry, Pharmaceutical Sciences, or a related scientific or technical discipline.
• Experience with Practical Process Improvement (PPI).
• Experience supporting Fortune 500 pharmaceutical customers.
• Knowledge of Lean, Six Sigma, and/or Practical Process Improvement (PPI) methodologies.

Responsibilities

• Ensure delivery of contracted services in accordance with customer agreements and Statements of Work.
• Lead day-to-day site operations in partnership with Project Management, Operations, and Learning & Development teams.
• Execute account strategies supporting revenue growth, operational efficiency, profitability, customer retention, and service expansion.
• Identify operational challenges, implement process improvements, and promote best practices to improve productivity and customer satisfaction.
• Ensure compliance with Thermo Fisher Scientific policies, customer requirements, and applicable regulatory standards.
• Monitor operating expenses, labor utilization, and financial performance, identifying opportunities to improve profitability and efficiency.
• Monitor service quality, timeliness, accuracy, and issue resolution.
• Manage vendor relationships, monitor service performance, and ensure compliance with contractual agreements.
• Promote a strong safety culture and compliance with safety, security, and environmental policies; encourage risk identification and corrective action.
• Own site performance against KPIs, SLAs, quality metrics, and customer satisfaction goals.
• Serve as primary point of contact for assigned customer accounts and maintain relationships with customers, vendors, and internal stakeholders.
• Lead regular business reviews presenting operational performance, metrics, and continuous improvement initiatives.
• Analyze operational, financial, compliance, and customer performance metrics to identify risks, opportunities, and growth initiatives.
• Identify opportunities to expand Thermo Fisher Scientific products and services within customer accounts.
• Lead, coach, mentor, and develop laboratory support professionals; set expectations, manage workloads, and conduct annual performance evaluations.
• Recruit, interview, hire, onboard, and train team members.
• Foster a collaborative, inclusive, high-performance culture aligned with company values.
• Create and maintain standardized operating procedures and performance standards for onsite activities.
• Apply Practical Process Improvement (PPI) methodology and data-driven decision-making to improve safety, quality, delivery, cost, and customer satisfaction.
• Support change management initiatives and implement solutions that improve service quality and operational performance.
• Perform additional responsibilities as assigned by management.

Benefits

• Comprehensive healthcare, including national medical and dental plans and a national vision plan.
• Health incentive programs.
• Employee assistance and family support programs.
• Commuter benefits.
• Tuition reimbursement.
• At least 120 hours of paid time off (PTO).
• 10 paid holidays annually.
• Paid parental leave, including 3 weeks for bonding and 8 weeks for caregiver leave.
• Accident and life insurance.
• Short- and long-term disability coverage in accordance with company policy.
• 401(k) retirement savings plan.
• Employees’ Stock Purchase Plan (ESPP), allowing eligible colleagues to purchase company stock at a discount.
• Potential eligibility for a variable annual bonus based on company, team, and/or individual performance.
• Career and development prospects.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager