Lead Customer Service Experience Manager

Clario

1d•Remote

About The Position

Join Clario, a part of Thermo Fisher Scientific, as a Lead Customer Service Experience Manager and serve as a key connection between Customer Care, customers, and internal stakeholders. The role leads complex customer escalations, aligns expectations with department objectives, and uses data, cross-functional expertise, and resolution strategies to strengthen customer relationships and continuously improve the customer experience. The position also supports process improvement, risk assessment, governance activities, and special projects. It provides technical leadership and trains, mentors, and coaches Customer Service Experience Coordinators and Customer Service Managers, while supporting the manager with team leadership responsibilities. The position is based in the United States and can be performed remotely.

Requirements

Bachelor’s degree in electronics, completion of technical school, or equivalent practical experience.
At least 5 years of experience in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related industry.
At least 5 years of experience with Clario, a part of Thermo Fisher Scientific processes and tools and within the Customer Care department.
A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience.
LEAN or ITIL certification and Agile certification.
Proficiency with Microsoft Office applications and related software.
Ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies.
Excellent written and verbal communication skills in English, including the ability to communicate complex or technical information clearly and accurately to varied audiences.
Strong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines.
Ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations.
Based in the United States and able to work remotely.

Nice To Haves

Experience in customer care, clinical trials, or a related industry.
Additional language proficiency.

Responsibilities

Lead complex customer escalations from identification through resolution, setting clear expectations with customers and internal stakeholders while maintaining strong customer relationships.
Analyze escalation trends, identify root causes, collaborate on product-related issues, and turn findings into recommendations to improve Customer Care processes, quality, and customer satisfaction.
Develop and implement resolution strategies with Customer Care Management, monitor outcomes, and ensure alignment with applicable budgets, guidelines, standard operating procedures, and policies.
Review customer escalation and business analysis reports to prioritize risks, maintain visibility and momentum, and identify data-driven opportunities to improve departmental processes and workflows.
Partner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates, to provide risk assessments, impact analyses, reports, and presentations to Customer Care Management.
Lead governance activities and special projects arising from escalation meetings and broader process-improvement initiatives.
Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers, provide technical leadership, and support the manager with team leadership responsibilities.