Get roles like this, scored and matched, in your inbox.
Sign up free →Job Opening
Lead Customer Service Experience Manager
Clario · United States Remote · Posted 18 days ago
"Lead complex customer escalations end to end for a clinical research technology company, turning root-cause findings into process changes that shape the customer experience."
Join Clario, a part of Thermo Fisher Scientific as a Lead Customer Service Experience Manager, serving as a key connection between Customer Care, our customers, and internal stakeholders. You’ll lead complex customer escalations, align expectations with department objectives, and use data, cross-functional expertise, and proven resolution strategies to strengthen customer relationships and continuously improve the customer experience.
What We Offer
- Competitive compensation
- Medical, dental, and vision coverage
- Remote work options
- Tuition reimbursement
- Employee assistance and wellness programs
- Life and disability insurance
- These benefits are localized for U.S.-based positions using the embedded approved repository.
What You’ll Be Doing
- Lead complex customer escalations from identification through resolution, establishing clear expectations with customers and internal stakeholders while maintaining strong customer relationships.
- Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations that improve Customer Care processes, quality, and customer satisfaction.
- Develop and implement resolution strategies in partnership with Customer Care Management, monitoring outcomes and ensuring alignment with applicable budgets, guidelines, standard operating procedures, and policies.
- Review customer escalation and business analysis reports to prioritize risks, maintain visibility and momentum, and identify data-driven opportunities to improve departmental processes and workflows.
- Partner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates, to provide risk assessments, impact analyses, reports, and presentations to Customer Care Management.
- Lead governance activities and special projects arising from escalation meetings and broader process-improvement initiatives.
- Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers, provide technical leadership, and support the manager with team leadership responsibilities.
…
This posting is sourced from Clario's own career site — applying takes you there directly.
Get roles like this, scored and matched, in your inbox.
Sign up free →Related roles
This role centers on Escalation Management, Customer Experience Management, Root Cause Analysis, and Risk Management. There are 71 open roles at Clario right now.
Want roles like this found for you?
Set your Focus once. Career Engine screens every new opening every week.
A scored, explained shortlist — not a keyword match — delivered weekly. Free for one profile.