Lead Customer Service Experience Manager
# Lead Customer Service Experience Manager **Clario** · United States · `Remote` · `Full Time` 💼 **Уровень роли:** `Manager` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Himalayas (JSON API)* --- ### Top Skills & Match 🎯 **Ключевой стек роли:** `[Customer-Experience-Manager]` `[Customer-Service-Manager]` `[Customer-Success-Manager]` `[Support-Escalation-Manager]` `[QA-Manager]` `[Senior-Customer-Experience-Manager]` `[Senior-Manager-Customer-Experience-Operations]` `[Customer-Service]` --- ### About the Role 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. What We Look Fo r - Bachelor’s degree in electronics, completion of technical school, or equivalent practical experience. - At least 5 years of experience in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related industry. - At least 5 years of experience with Clario , a part of Thermo Fisher Scientific processes and tools and within the Customer Care department.A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience. - LEAN or ITIL certification and Agile certification. - Proficiency with Microsoft Office applications and related software. - Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies. - Excellent written and verbal communication skills in English, with the ability to communicate complex or technical information clearly and accurately to varied audiences; additional language proficiency is a plus. - Strong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines. - Demonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations. - Based in the United States and able to work remotely. At Clario , a part of Thermo Fisher Scientific, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster. Originally posted on Himalayas
- Customer-Experience-Manager
- Customer-Service-Manager
- Customer-Success-Manager
- Support-Escalation-Manager
- QA-Manager
- Senior-Customer-Experience-Manager
- Senior-Manager-Customer-Experience-Operations
- Customer-Service
Наблюдалась 2026-10-19, впервые 2026-10-19, источник — Himalayas (JSON API).