Responsibilities

Key Responsibilities

Operational Management

• Supervise daily work activities while guiding processes and procedures per the customer and PKI requirements
• Collaborate with all cross functional teams to assure consistent customer satisfaction, vendor cooperation, and timely completion of integrated work activities
• Review/generate reporting to ensure key deliverables are met
• Monitor call volume and adjust internally to maintain optimum customer response and satisfaction.
• Participate in development of global standardization initiatives, monitor staff training and confirm staff compliance to drive consistency and global uniformity
• Participate in team leader meetings, collaborating to achieve business objectives
• Provide on-time monthly business review reports and other documentation as required or requested
• Review and approve site specific procedures, assuring alignment with global processes
• Implement best practices and drive continuous process improvement
• Responsible for understanding customer KPI and SLAs and ensuring delivery of metrics.
• Ensure Quality requirements are met to customer specific requirements.
• Provide ad-hoc support based on workload volume and staffing
• Performs other duties as assigned

Staff Management

• Interview, hire, and train new employees, monitoring progress and ensuring proficiency
• Monitor employee utilization and productivity while providing constructive feedback and coaching
• Lead regular staff meetings, to share and discuss operational outcomes, challenges, and process improvement opportunities
• Collaborate to develop and support implementation of process improvements
• Evaluate training needs and development opportunities for team
• Executes performance reviews and employee development plans, providing ongoing coaching and feedback
• Travel to sites as required for customer site visits and team development
• Guide and Support the team through change & continuous improvement initiatives

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time

Basic Qualifications

• 3 years’ experience in a team-based customer service environment and demonstrated leadership skills or 3+ years leadership experience
• Ability to work effectively within a global team and independently
• Strong organization and time management skills
• Ability to manage priorities with internal and external stakeholders

• Excellent verbal & written communications skills,
• Experience with Microsoft Office Suite
• Bias for action and high level of commitment to internal and external customers
• Change Management capability. Experience in going through and supporting significant change initiatives

Preferred Qualifications

• Bachelor’s degree
• Ability to work cross functionally in a matrixed environment
• Experience in a Life Sciences, Pharmaceutical or Biotech industry
• Knowledge of Maximo, ServiceMax, and SAP
• Ability to draft/maintain SOP’s in support of work processes, meeting Quality System Requirements
• Project Management skills – ability and experience in LEADING calls/project
• LEAN – any qualifications around LEAN, six sigma

The annual compensation range for this full-time position is $78,000.00 to $111,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.