Sr. Manager - PCS Customer Operations & Support

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Position Summary/Location/Division

The Sr. Manager will lead a skilled team of ~12 employees including supervisory staff supporting the PCS Business unit within Biologicals and Chemicals Division (BCD). This onsite role will be in Morrisville, NC.

This Sr. Manager role will lead the team by optimizing team performance and enhancing customer experience by having oversight of quoting, order entry, order management, compliance management of assurance of supply services, manage and support vendor managed inventory service programs, as well as project execution and continuous improvement opportunities, within the ASC/CO&S team.

The Sr. Manager leads the customer operations layer of PCS-owning how orders, services, and supply chain activities are coordinated, communicated, and experienced by the customer. This role will achieve and maintain superior customer satisfaction with PCS Customers while simultaneously supporting PCS financial and business objectives with strong alignment to the PCS Business Unit General Manager.

With a passion for customer success, the Sr. Manager will work cross functionally with other PCS functional leaders to accomplish these objectives and champion a culture of collaboration and growth mindset. This role will build strong cross-functional relationships with internal partners to increase process maturity and create client loyalty through well-managed experiences with ASC/CO&S team members and processes.

Work closely with PCS Quality teams to ensure order management procedures and staff training are accurately detailed and integrated into the PCS Quality System and are aligned to applicable cGMP and ISO 9001 standards.

This role ensures that internal supply chain, procurement, and commercial activities translate into a structured, reliable, and transparent customer experience, particularly as PCS expands into service-led offerings such as VMI and PSaaS.

Key Responsibilities / What will you do?

Lead and Develop Teams:

• Ensures that team provides timely delivery of 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 for the team members based on changing customer and business needs.

• Cascades business imperatives to the entire team and aligns customer priorities and strategies.

• Partner with Sr. Manager, Customer Operations and Support at other BCD sites in 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

• Develop strategies to optimize order to delivery customer experience

• Establishes team infrastructure to effectively 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 Superior Customer Experience

• Lead team to act as the central coordination point ("control tower") for customer-facing activities across Supply Chain, Procurement, and Commercial

• Ensuring clear visibility to order status, supply risks

• Drive issue resolution across functions, ensuring ownership, timelines, and follow-through

• Introducing new and innovative ways to improve 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 BCD leadership team

• 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

Minimum Qualifications:

• Bachelor's or higher degree

• An MBA or 5+ years professional management experience in customer service and/or business operations leadership.

• 7+ years of shown experience in people management, developing and leading cross-functional teams

• 5+ years in a Customer Facing role

• 5+ years of experience with CRM systems (Salesforce preferred)

• Confirmed experience with Aplus, Oracle or other ERP system

• Experience with practical process improvement initiatives.

• Validated team and individual leadership skills and ability to work across functions to accomplish successful results for complex objectives.

• Exceptional analytical and problem-solving skills.

• Strong written and oral communication skills.

• Proficiency with Microsoft Office (Word, Excel, PowerPoint).

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 in a matrix environment

• Show 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