Sr. Manager - Customer Operations & Support

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 RoleAs 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 ResponsibilitiesTeam 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 Why Join Thermo Fisher Scientific? At Thermo Fisher Scientific, you’ll do meaningful work that makes a global impact. You’ll have the opportunity to grow your career while contributing to solutions that help make the world healthier, cleaner, and safer. Additional DetailsLocation: 3900 Paramount Parkway, Morrisville, NC Work Model: Onsite Travel: Less than 25% annually Relocation: Not provided