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Senior Manager Customer Excellence, US

Atlanta, Georgia | , Remote

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Location Atlanta, GeorgiaUS Job ID JR-026298

Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth. And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day. Then, we innovate and collaborate to make it happen everywhere.

Our dedicated team of about 14,000 employees worldwide, pioneers scientific technologies for better detection, imaging, and informatics to help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally.

If you are seeking a meaningful, impactful, and stimulating career, look no further.

Duties and Responsibilities include:

  • Provide direct supervision of PerkinElmer Genomics Client Services team consisting of Client Service Representatives, Genetic Counseling Assistants and Customer Management Coordinator to drive the commitment to Customer Excellence.
  • Develop and manage Customer Excellence KPIs, standards, and best practices as it relates to measuring quality of customer service engagement and experience and synthesizing feedback from key customers and stakeholders.
  • Drive continuous improvement efforts to ensure customers have a seamless, positive end-to-end experience.
  • Serve as customer advocate, providing internal teams with customer feedback and insights to improve our products and operations.
  • Develop and coach team members through a positive growth-oriented culture.
  • Other duties and responsibilities as requested by supervisor, Director of Scientific and Commercial Operations, Global Labs.

Basic Qualifications:                                                            

  • Bachelor’s degree in science or related field
  • 5+ years of experience in customer support management or similar role
  • 2+ years of managerial experience

Preferred Qualifications:

  • Knowledge of basic genetic concepts and terminology
  • Previous experience working in a healthcare setting or genomics laboratory setting strongly preferred
  • History of providing outstanding customer support
  • Demonstrated ability to lead, train, and develop a team
  • Proficient in Microsoft Office, with advanced knowledge of Microsoft Excel
  • Experience working in a LIMS, CRM, and other online customer portals
  • Ability to work in teams as well as possess self-accountability
  • Proficiency to communicate well with all different levels, both inside and outside of the organization, including verbal, electronic, and written
  • Efficient with prioritizing and multi-tasking, including being productive while handling re-directions and interruptions based upon business needs
  • Possess a strong sense of urgency, follow-through, and diligence, including meeting deadlines and can remain organized with and keep track of multiple sources of information and data
  • Proven track record of strong problem-solving skills and cross-functional collaboration to develop as well as execute plans to drive business results
  • Occasional travel based on customer and business need, estimate less than 20%
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PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

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“PerkinElmer has empowered and provided me the opportunity to learn and grow with the company. Every success is celebrated at PerkinElmer. I contribute every success to my supportive mentors and my team, the best that I have got in my entire corporate years. The sense of belongingness and respect for each other gave me a deeper meaning of what a family truly means. At PerkinElmer, I have found my family.”

Cherylle Galapon, Sales Manager, Diagnostics, Philippines, KOSJ

“PerkinElmer is, by essence, a truly ethical company and I feel myself supported and valued. It is great to work in a place where my personal values match the company´s values, and that is PerkinElmer for me”

Michel dos Santos, Sr. Manager, Diagnostics, Brazil, LATAM

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