Work ScheduleStandard (Mon-Fri)
Environmental ConditionsAble to lift 40 lbs. without assistance, Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Cold Room/Freezers -22degreesF/-6degrees C, Office
Job DescriptionAs a Customer Site Manager - People Manager, you will lead onsite laboratory support operations while serving as the primary liaison between Thermo Fisher Scientific and key customer accounts. You will oversee service delivery, develop high-performing teams, drive operational excellence, ensure compliance within regulated laboratory environments, and deliver exceptional customer outcomes.
This role supports one or more customer locations through the Unity Lab Services portfolio, including laboratory asset management and laboratory support services such as procurement and work order management, stockroom operations, inventory control, shipping and receiving, chemical management, glassware processing, media and reagent preparation, and cell culture support.
Key Responsibilities
Operational Leadership
- Ensure the successful delivery of all contracted services in accordance with customer agreements and Statements of Work.
- Lead day-to-day site operations while partnering with Project Management, Operations, and Learning & Development teams.
- Execute account strategies that support revenue growth, operational efficiency, profitability, customer retention, and service expansion.
- Identify operational challenges, implement process improvements, and promote best practices to enhance productivity and customer satisfaction.
- Ensure compliance with all Thermo Fisher Scientific policies, customer requirements, and applicable regulatory standards.
- Monitor site operating expenses, labor utilization, and financial performance while identifying opportunities to improve profitability and operational efficiency.
- Monitor service quality, timeliness, accuracy, and issue resolution to ensure exceptional service delivery.
- Manage vendor relationships, monitor service performance, and ensure compliance with contractual service agreements.
- Foster a strong safety culture by ensuring compliance with all safety, security, and environmental policies while promoting proactive risk identification and corrective actions.
Customer Relationship Management
- Own site performance by monitoring and achieving key performance indicators (KPIs), service level agreements (SLAs), quality metrics, and customer satisfaction goals.
- Serve as the primary point of contact for assigned customer accounts.
- Build and maintain strong relationships with customers, vendors, and internal stakeholders.
- Lead regular business reviews, presenting operational performance, key 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.
People Leadership
- Lead, coach, mentor, and develop a diverse team of laboratory support professionals.
- Establish clear performance expectations, manage employee workloads, and conduct annual performance evaluations.
- Recruit, interview, hire, onboard, and train new team members.
- Foster a collaborative, inclusive, and high-performance culture aligned with Thermo Fisher Scientific's values of Integrity, Intensity, Innovation, and Involvement.
- Create and maintain standardized operating procedures and performance standards for onsite activities.
Continuous Improvement
- Drive operational excellence by applying Thermo Fisher Scientific's 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 innovative solutions that improve service quality and operational performance.
- Perform additional responsibilities as assigned by management.
Minimum Qualifications
- Master's degree and 4+ years of relevant experience, or Bachelor's degree and 6+ years of relevant experience in pharmaceutical, biotechnology, manufacturing, or another regulated industry.
- Minimum of 3 years of direct cGMP experience.
- Minimum of 3 years of people management or supervisory experience.
Preferred Qualifications
- Degree in Engineering, Chemistry, Pharmaceutical Sciences, or a related scientific or technical discipline is preferred.
- Experience with Practical Process Improvement (PPI).
- Experience supporting Fortune 500 pharmaceutical customers.
Required Knowledge, Skills, and Abilities
- Demonstrated ability to manage customer partnerships through effective execution of service agreements, KPI management, strategic planning, and operational excellence initiatives.
- Experience supporting successful regulatory inspections and customer audits.
- Demonstrated ability to lead complex operations while delivering measurable business results.
- Strong strategic planning, organizational, and execution skills.
- Experience leading continuous improvement initiatives and operational excellence programs.
- Excellent 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 within 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 a focus on operational excellence, compliance, and customer satisfaction.
- Demonstrated conflict resolution and employee relations skills.
- Ability to lead organizational change and influence stakeholders through periods of change.
- Strong risk assessment and mitigation capabilities.
- Experience conducting root cause investigations and implementing corrective and preventive actions (CAPA).
- Knowledge of Lean, Six Sigma, and/or Practical Process Improvement (PPI) methodologies.
- Experience with workforce planning and labor utilization.
- Ability to prioritize and allocate resources across multiple operational priorities.
- Executive-level communication and presentation skills.
Travel: Up to 25%.
Relocation: This position is not approved for relocation.
Physical Requirements / Work Environment - The role primarily involves working independently at customer sites, which may include areas with chemical-based allergens like penicillin and tetracycline.
- Personal protective equipment, such as lab coats, coveralls, facemasks, and steel-toe shoes, is often required.
- Regularly required to stand, walk, and travel between buildings.
Benefits We offer comprehensive healthcare, paid Holidays, tuition reimbursement, and a range of employee benefits.
Compensation and BenefitsThe salary range estimated for this position based in Massachusetts is $92,900.00-$139,000.00.
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
