Thermo Fisher Scientific

Sr. Manager - Customer Operations & Support

Thermo Fisher Scientific$100K — $130K *
Pharmaceuticals & Biotech
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • High school diploma or GED required; Bachelor's degree or MSA preferred.
  • 6-8+ years of leadership experience in customer or business operations.
  • 4-5+ years in a customer-facing role.
  • Experience with CRM systems, preferably Salesforce.
  • ERP system experience with Oracle, A+, or similar platforms.
  • Proven track record in process improvement and operational transformation.
  • Strong analytical, problem-solving, and communication skills.

Responsibilities

  • Lead and develop a team of ~12 employees, including supervisors.
  • Set goals that align with business and customer needs.
  • Foster a culture of accountability and continuous improvement.
  • Oversee order management and assurance of supply services.
  • Act as the primary coordination point for customer operations.
  • Monitor and report on key performance metrics.
  • Drive process improvements using Practical Process Improvement methodologies.

Benefits

  • Standard Monday to Friday work schedule.
  • Onsite work model with a requirement to be present 4 days a week.
  • Opportunities for employee engagement and professional development.
  • Focus on operational excellence with a central role in customer satisfaction.
Full Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Location: 3900 Paramount Parkway, Morrisville, NC (4-days onsite required)
Division: Biologicals & Chemicals Division (BCD)

About the Role

As a Senior Manager, Customer Operations, you will lead a high-performing team supporting the PCS business unit within BCD. You will be responsible for driving operational excellence, enhancing the end-to-end customer experience, and ensuring seamless coordination across supply chain, procurement, and commercial teams.

This role serves as the central “control tower” for customer operations—overseeing order lifecycle management, service programs, and customer communications—while aligning with business objectives and delivering exceptional customer satisfaction.

Key Responsibilities

Team Leadership & Development

  • Lead, coach, and develop a team of ~12 employees, including supervisors
  • Set clear goals aligned to evolving business and customer needs
  • Foster a culture of accountability, collaboration, and continuous improvement
  • Identify skill gaps and implement training and onboarding programs
  • Partner with site leaders to standardize processes across locations
  • Drive employee engagement, retention, and talent development initiative

Operational Excellence

  • Oversee quoting, order entry, order management, and assurance of supply services
  • Manage Vendor Managed Inventory (VMI) programs and service-based offerings
  • Ensure accurate, timely order fulfillment by removing operational barriers
  • Align processes with quality standards (cGMP, ISO 9001) and internal systems
  • Build scalable infrastructure to support business growth

Customer Experience & Strategy

  • Act as the primary coordination point for customer-facing operations
  • Provide visibility into order status, supply risks, and service performance
  • Lead cross-functional issue resolution with clear ownership and timelines
  • Analyze Customer Allegiance Score (CAS) data and implement improvements
  • Enhance customer experience to support retention and business growth

Analytics & Continuous Improvement

  • Monitor and report on key performance metrics (service, responsiveness, delivery)
  • Drive process improvements using PPI (Practical Process Improvement) methodologies
  • Establish daily operational reviews and performance tracking mechanisms
  • Lead cross-functional initiatives to improve efficiency and service quality

Minimum Qualifications

  • High school diploma or GED required
  • Bachelor’s degree or MSA preferred
  • 6-8+ years of people leadership experience in customer operations or business operations
  • 4-5+ years in a customer-facing role
  • Experience with CRM systems (Salesforce preferred)
  • ERP system experience (Oracle, A+, or similar)
  • Proven track record in process improvement and operational transformation
  • Strong analytical, problem-solving, and communication skills

Key Skills & Competencies

  • Ability to lead in a matrixed, cross-functional environment
  • Strong business acumen and customer-centric mindset
  • Expertise in data analysis and performance metrics
  • Proven ability to drive process maturity and scalable operations
  • Passion for continuous improvement and developing high-performing team

Additional Details
  • Location: 3900 Paramount Parkway, Morrisville, NC
  • Work Model: Onsite
  • Travel: Less than 25% annually
  • Relocation: Not provided

About Thermo Fisher Scientific

Thermo Fisher Scientific Careers

Join the vibrant team at Thermo Fisher Scientific, a global leader in serving science and making the world healthier, cleaner, and safer. With a workforce of over 75,000 professionals, Thermo Fisher Scientific offers unparalleled job opportunities and a culture of innovation that propels your career to new heights. Work You’ll Do At Thermo Fisher Scientific, you will be part of a team that is dedicated to enabling our customers to make the world healthier. Whether you are involved in the development of life-saving drugs or innovative environmental solutions, your work will have a profound impact on society. Our commitment to leadership in the industry is unwavering. With Thermo Fisher Scientific, you will lead projects that set standards in scientific inquiry and market leadership. You will work at the intersection of science, technology, and industry expertise, driving digital innovation in every aspect of our business. Join our diverse team of professionals and engage in roles that span across various functions and disciplines. From research and development to marketing and sales, the breadth of job opportunities available means that you can find the perfect match for your skills and passions. Innovative Work As part of our team, you will have access to cutting-edge tools and technologies that foster creativity and innovation. Thermo Fisher Scientific is home to a dynamic range of career paths, all designed to challenge you and help you grow as a professional. Our employment philosophy emphasizes diversity and inclusivity, ensuring that all team members have the opportunity to thrive. We believe in nurturing talent through robust training programs, leadership development, and opportunities for career advancement. Be Part of a Great Team Working at Thermo Fisher Scientific means being part of a global network of enthusiastic, talented, and ambitious individuals. Our culture is built on collaboration, where each member’s unique skills and perspectives are valued. You will enjoy benefits that support both your professional growth and personal well-being. Future-Proof Your Career Embark on a journey of growth and continuous learning with Thermo Fisher Scientific. We offer a variety of training and development programs that cater to your interests and career goals. From internships for budding scientists to leadership training for aspiring executives, our programs are designed to equip you with the skills needed for a successful and fulfilling career. Explore Discover how our commitment to innovation leads to advancements in health and science: [Read More] Learn about our leadership in environmental sustainability and how you can contribute: [Read More] The Thermo Fisher Scientific Difference Our global presence and commitment to innovation mean that your work extends beyond borders and makes a tangible impact worldwide. The collaboration between our teams drives our leadership in the scientific community and contributes to a culture that embraces diversity and fosters professional growth. Stay Connected Join Our Team Search open positions that match your skills and interest. We are always on the lookout for passionate, curious, and driven team players. Explore our job opportunities and find out how you can contribute to our meaningful work. SEARCH THERMO FISHER SCIENTIFIC JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Thermo Fisher Scientific.
Learn more about Thermo Fisher Scientific
Size
130,000 employees
Market Cap
$213.3 billion
Industry
Net Income
$6.3 billion
Founded
1956
5 Year Trend
+16.5%
Revenue
$32.2 billion
NASDAQ

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