PurposeAs the Senior Manager, Support for CLS Scientific, you will lead a US-based team responsible for delivering exceptional customer support and driving operational excellence. You will play a key role in developing team capability, improving performance, reducing escalations, and ensuring a consistently high-quality customer experience.
This role is ideal for a hands-on leader who thrives in a fast-paced environment, enjoys developing talent, and uses data to drive continuous improvement.
Essential Functions- Lead and develop the CLS Scientific Support team.
- Drive resolution of customer escalations and improve the overall customer experience.
- Use data and performance metrics to identify trends and drive operational improvements.
- Build a culture of accountability, continuous improvement, and customer focus.
- Partner with cross-functional teams to address recurring issues and improve customer outcomes.
- Manage hiring, performance, and career development activities.
- Participate in an on-call rotation in a 24/7 support environment.
Skills- Proven ability to coach, develop, and motivate teams.
- Strong customer-facing and escalation management skills.
- Data-driven approach to problem solving and decision making.
- Ability to identify root causes and implement effective solutions.
- Strong organizational, written, and verbal communication skills.
- Ability to remain calm and effective in high-pressure situations.
- Continuous improvement mindset and strong business acumen.
Required Experience & Education- Bachelor's degree or equivalent combination of education and experience.
- 6+ years of experience in software, technical, or customer support environments.
- 3+ years of people leadership experience.
- Demonstrated success improving team performance and customer satisfaction.
- Experience managing customer escalations and driving operational improvements.
- Proven ability to use AI and emerging technologies responsibly to enable more efficient, consistent, and scalable ways of working.
Preferred Experience & Education- Experience supporting scientific software or other complex technical products.
- Experience leading teams through growth, transformation, or change.
- Familiarity with support operations, service level management, and customer success metrics.
- Experience influencing stakeholders across multiple functions.
BenefitsThe starting pay range for a candidate selected for this position is generally between $120,000 - $150,000 for an annual base salary. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience so that the actual starting pay may be above or below this range.
Physical Requirements- Work is performed in a typical office setting with minimal exposure to health or safety hazards-prolonged periods of sitting at a desk and working on a computer.
- Less than 20% travel may be required to client sites that can pose risks associated with healthcare organizations.
- Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours
- May be required to follow customer location health and safety requirements.
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