Customer Experience Manager - Randstad : Job Details

This position offers an exciting opportunity to play a critical role in our client's mission to deliver impactful mRNA medicines. The Manager, Customer Experience - Operations Support will lead initiatives to support key business operations, as well as the customer support and account management teams. This role requires close collaboration with internal departments—including sales, marketing, legal, and compliance—to ensure all processes are accurate, compliant, and optimized for success. Additionally, this position will spearhead the development of training programs, performance metrics, and analytics to enhance team efficiency and performance.

The Sr. Manager will contribute to strategic projects involving sales-oriented business development programs, the Global Commercial Contact Center, Strategic Sales Support Team, and Customer Account Management Teams. This role will support the delivery of a seamless end-to-end customer experience across digital platforms, eCommerce integrations, and operational functions for the company's commercial portfolio in the U.S.

Key Responsibilities

• Design and implement onboarding requirements, training schedules, and job aids to enhance the performance of customer support teams and improve the overall customer experience.
• Partner with teams including the Global Commercial Contact Center, Strategic Sales Support Team, and Legal to ensure all training and onboarding materials are accurate, up to date, and compliant.
• Develop and manage metrics, analytics, and KPIs to measure and improve the performance of customer support operations.
• Collaborate with customer support, marketing, and internal teams to align strategies and initiatives, driving meaningful improvements in customer engagement.
• Lead the creation, execution, and ongoing management of customer-focused programs.
• Support the order fulfillment process, including order entry, tracking, shipping confirmations, and issue resolution.
• Act as the escalation point for complex customer issues, ensuring timely and effective resolution while providing visibility and updates to stakeholders.
• Stay informed on industry trends and best practices, identifying opportunities for operational improvements and sharing insights with management.
• Leverage AI tools to streamline and digitize processes wherever possible.

Minimum Qualifications

• Bachelor's degree in Marketing, Business, Communications, Healthcare Administration, or a related field.
• At least 6 years of experience in roles of increasing responsibility, preferably within the vaccines or pharmaceutical industry.

Preferred Qualifications

• Expertise in customer experience and operations within the biopharmaceutical industry.
• Strong understanding of legal and compliance requirements for customer communication.
• Demonstrated success in developing and implementing scalable processes and programs.
• Proven project management skills, with experience leading complex business initiatives.
• Excellent communication and relationship management abilities.
• A mindset that is Bold, Relentless, Curious, and Collaborative, with a desire to contribute to a high-growth organization.