Lead Customer Service Experience Manager

Lead Customer Service Experience Manager, serving as a key connection between Customer Care, our customers, and internal stakeholders. You'll lead complex customer escalations, align expectations with department objectives, and use data, cross-functional expertise, and proven resolution strategies to strengthen customer relationships and continuously improve the customer experience. What We Offer • Competitive compensation • Medical, dental, and vision coverage • Remote work options • Tuition reimbursement • Employee assistance and wellness programs • Life and disability insurance • These benefits are localized for U.S.-based positions using the embedded approved repository. What You'll Be Doing • Lead complex customer escalations from identification through resolution, establishing clear expectations with customers and internal stakeholders while maintaining strong customer relationships. • Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations that improve Customer Care processes, quality, and customer satisfaction. • Develop and implement resolution strategies in partnership with Customer Care Management, monitoring outcomes and ensuring 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. What We Look For • 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. • Demonstrated 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, with the ability to communicate complex or technical information clearly and accurately to varied audiences; additional language proficiency is a plus. • Strong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines. • Demonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations. • Based in the United States and able to work remotely.