Work ScheduleStandard (Mon-Fri)
Environmental ConditionsOffice
Job DescriptionDescriptionThe Senior Manager, Custom & Bulk, plays a critical leadership role within the Fine Chemical Products Custom & Bulk Services business, owning the end-to-end operating model that connects commercial strategy, customer engagement, and operational execution to deliver strategic growth, drive customer satisfaction, and optimize our quote to cash financial performance. This role provides end-to-end ownership of how demand is translated into revenue. As the leader for our Custom and Bulk business and a key member of the Fine Chemical Products Business Unit Leadership Team, you will establish the commercial and operational governance mechanisms to drive long term profitable growth, including improving sales governance mechanisms, and enabling disciplined cross-functional alignment across Operations, Supply Chain, Quality, and Commercial stakeholders. Leading a team of experienced customer services specialists to support execution, the Senior Manager serves as a central integrator across the business, balancing business priorities, operational capability, customer commitments & financial performance to deliver sustainable growth.
How You Will Make an Impact- Lead day-to-day business performance for the Custom & Bulk portfolio, driving execution against revenue, customer, and operational objectives.
- Own and govern the end-to-end business operating model, ensuring alignment between commercial demand, customer commitments, operational execution, and financial outcomes.
- Establish governance, operating mechanisms, and performance metrics that enable scalable growth, improve customer experience, and support achievement of strategic growth targets.
- Act as a cross-functional leader, translating strategy into executable processes, tools, and cross-functional ways of working that drive consistent execution and accountability.
- Develop a team of high performing Customer Service specialists to deliver an exemplary customer experience. Remove barriers to execution and establish and standardise processes to set your team up for success.
Key ResponsibilitiesSales Funnel Governance & Go-to-Market Execution- Establish governance, operating cadence, performance metrics, and decision-making frameworks across the full quote-to-cash process to deliver against customer commitments & drive scalable revenue growth.
- Own the go-to-market operating model, partnering with sales and marketing to translate commercial strategy into scalable processes, tools, metrics, and execution rhythms.
- Drive forecast integrity, conversion discipline, and cross-functional execution to support revenue growth & operational execution.
Customer Relationship Management & Customer Experience- Define and own the customer engagement and relationship management framework for the business, ensuring consistent service delivery, escalation, and value realization.
- Identify opportunities for business expansion across our customer base and drive conversion of those opportunities in partnership with our commercial organisation.
- Develop and adopt digital solutions and tools to drive efficiencies and drive an exceptional customer experience.
- Serve as the senior escalation point for complex customer issues, making trade-off decisions that balance customer commitments, operational feasibility, and financial performance.
- Champion the voice of the customer across the organization, ensuring customer insights inform strategy, prioritization, and continuous improvement.
Operational Excellence & End-to-End Process Ownership- Own and continuously improve end-to-end business processes, including the quote-to-cash process, customer services delivery, and order execution to drive efficiency, scalability, and cost effectiveness.
- Optimize global tools, systems, and data to enable data-driven decision-making, transparency, and performance management across the business.
- Support cross-functional Sales & Operations Planning (S&OP) to align demand, supply, and financial plans.
Cross-Functional Leadership & Accountability- Hold cross-functional teams accountable to shared priorities and outcomes by establishing governance, decision rights, and execution discipline across the business.
- Cultivate positive relationships and effective communication channels with external partners to ensure alignment and successful execution of business operations.
Strategy Development & Performance Management- Shape and execute strategy by translating commercial, customer, and operational insights into financially grounded trade-off decisions, executable priorities and sustainable operating models.
- Define, monitor, and manage KPIs across commercial, operational, and customer experience dimensions, driving continuous improvement and risk mitigation.
People Leadership- Lead the Custom & Bulk Customer Service organization & support the development of managers and/or independent professionals, setting direction, building leadership capability, and holding accountability for outcomes across areas of responsibility.
Qualifications:Required:- Bachelor's degree required in Business, Engineering, Supply Chain, or related field.
- 5+ years of product management, program management, or supply chain experience.
- 1+ year of people management experience, with a track record of training and developing teams, and leading though change.
- Outstanding communication and influencing skills, with the ability to lead & collaborate effectively with stakeholders at all levels.
- Strong data analytics and strategic planning skills.
- Strong financial acumen
- Strong customer orientation and a focus on continuous improvement.
Preferred:- Bachelor's degree in Chemistry, or experience working within the research chemicals industry
- Experience working in a matrixed, multinational organization.
- Experience in developing metrics and measuring improvements.
- Strong ownership, self-motivation, and the ability to work well under pressure.
- Demonstrated ability to develop & implement strategies & streamline workflows
- Innovation mindset, comfortable with adopting new digital solutions
Compensation and BenefitsThe salary range estimated for this position based in Massachusetts is $130,000.00-$185,000.00.
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
