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Customer Excellence Operations Manager

2 months ago

Philadelphia, Pennsylvania, United States Thermo Fisher Scientific Full time
Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

When you're part of the team at Thermo Fisher Scientific, you'll do meaningful work, that makes a positive impact on a global scale Join over 100,000 colleagues who bring our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. You'll find the resources here to achieve your career goals and help take science a step beyond by developing solutions for some of the world's toughest challenges. This includes protecting the environment, making sure our food is safe, and helping find cures for cancer.

Location/Division Specific Information

US Remote (Pittsburgh)

How will you make an impact?

The Customer Excellence Operations Manager position will work closely with the LSLPG Strategic Accounts Team and division partners to ensure we are connecting our customers with Thermo Fisher Scientific life sciences and laboratory products capabilities and solutions to drive their success. The ideal candidate will have excellent project planning and management skills, strong intuition for business, sales, scientific/ technical competence, and customer-centric approach. They will be passionate about streamlining processes to enrich our customer's experience. The person in this role will bring a strong bias towards action alongside robust process orientation to influence cross functional team members to successfully lead multi-departmental, multi-divisional customer projects. This position will report to our Director, Commercial Excellence and will operate in an intercultural, diverse, matrix environment to help us make a positive influence on the business and our customers.

What will you do?

Elevate strategic engagement at key accounts.
  • Lead customer specific projects (innovation, productivity, site/ lab build-outs, integrations) to address key account needs and opportunities in our life sciences or lab products businesses that will strengthen our partnership and growth at the account.
  • Act as project manager on cross-divisional projects by aiding in building out and leading core teams, enabling effective project management and governance, and facilitating project steering meetings
  • Develop and implement standard reporting mechanism and customer facing scorecards with key performance indicators/ trends based on feedback and needs.
  • Leverage opportunity identification tools to identify new or expanded opportunities within accounts, including setting specific, achievable objectives and quantifiable targets, actioning and monitoring progress, and establishing a reporting format/ cadence appropriate for the size/ complexity of the opportunity.
  • Serve as point of contact for customer issue triage and resolution, establishing mechanisms for critical issues to be actioned quickly through collaboration with internal colleagues and timely communication back to customer.
  • Build strong working relationships, effectively engage LSLPG Strategic Account Leaders.
Drive operational excellence in account management and customer engagement processes.
  • Be constructively critical of current processes to identify and deploy process improvements
  • Leverage data related findings to identify potential areas of operational/performance improvement, and play a leadership role in coordinating and tracking resulting projects and activities. Role model the use of PPI tools.
  • Implement and actively lead structured, streamlined account communication processes to ensure robust account management team (AMT) alignment and drive collaboration at scale, to include quarterly and annual planning meetings.
  • Coordinate preparation and lead internal AMT meetings, demonstrating effective meeting management practices.
  • Coordinate response RFI/RFPs that require cross-divisional solutions.
  • Actively collaborate, memorialize, and share new insights with peer group.
How will you get here?

Education / Experience
  • Bachelor's degree in life sciences or business. Advanced degree in either preferred.
  • 5+ years project management, customer relationship management, sales analysis/operations, or sales experience
Knowledge, Skills, Abilities
  • Excellent customer relationship and account management, including strong commercial orientation with a passion to understand, develop, improve, and optimize sales processes to support team in establishing productive internal and customer collaborations.
  • Strong self-direction and initiative paired with a desire to take complete ownership over specific activities, including demonstration of thought partnership and relationship building.
  • Able to thrive in matrixed environments and solve ambiguous problems/ situations, taking control and responsibility for implementing simple solutions to complex problems.
  • Robust project management skills with ability to prioritize and manage multiple parallel projects. Demonstrates a bias for action and driving projects to fruition.
  • Excels in a multi-cultural, team-based environment.
  • Ability to interact professionally with diverse group including VPs, directors, managers, subject matter experts, end-users.
  • Highly proficient in Microsoft Office (Excel, Word, Project, and PowerPoint).
  • Excellent interpersonal, presentation, verbal and written communication skills
  • Travel up 40% of the time.
Benefits:

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, and a range of employee benefits Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

EEO/reasonable accommodation:

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.