Lead Customer Service Experience Manager

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

• Serve as the primary escalation point for high-priority customer issues and ensure timely resolution while maintaining exceptional customer satisfaction.
• Establish clear expectations with customers and internal stakeholders and align outcomes with departmental objectives, procedures, and business priorities.
• Lead solution-oriented escalation management by assessing business impact, coordinating cross-functional resources, and driving issues to successful resolution.
• Partner with customers to understand underlying business challenges and distinguish between what customers request and what they truly need, providing recommendations that deliver the best outcomes.
• Effectively manage customer expectations and confidently challenge unrealistic requests while maintaining positive, professional relationships.
• Conduct regular customer meetings and business reviews to discuss risks, service performance, quality improvements, customer satisfaction, and emerging business needs.
• Analyze escalation trends, identify root causes, and develop corrective and preventive action plans that improve customer experience and operational efficiency.
• Develop and execute cross-functional process improvement initiatives by identifying stakeholders, defining required changes, documenting processes, and driving implementation.
• Lead change management activities, including stakeholder identification, communication planning, accountability tracking, implementation oversight, and post-implementation effectiveness reviews.
• Collaborate with Customer Care leadership and business stakeholders to implement resolution strategies and continuous improvement initiatives.
• Leverage data, reporting tools, and AI technologies such as Microsoft Copilot to generate insights, identify trends, and support data-driven decision-making.
• Monitor customer experience metrics and prepare executive-level reports, dashboards, presentations, and business reviews for internal and external stakeholders.
• Develop, document, and maintain SOPs, policies, workflows, and best practices to improve service quality, consistency, and operational effectiveness.
• Drive governance activities and special projects focused on improving customer satisfaction, operational performance, and service excellence.
• Provide technical leadership, mentoring, coaching, and guidance to Customer Service Experience Coordinators, Customer Service Managers, and other team members.
• Support department leadership as a subject matter expert in customer experience management, escalation processes, and continuous improvement practices.

What we're looking for

• Bachelor’s degree in electronics or technical school or equivalent experience.
• LEAN or ITIL certification.
• Agile certification.
• Proficient knowledge of Microsoft Office applications and related software.
• 5 or more years of experience in escalation management, client success or customer experience management, preferably in customer care, clinical trials or related industries.
• 5 or more years of experience in Clario processes and tools and Customer Care department.
• A minimum of 4 years of service as a Customer Service Experience Manager or equivalent experience.
• Excellent communication skills in English; proficiency in other languages is a plus.
• Strong problem-solving and organizational skills, with a focus on continuous improvement.
• Exceptional written and oral communication skills with the ability to convey complex or technical information clearly, concisely, and accurately to a wide range of audiences.
• Strong customer experience mindset with a passion for delivering exceptional service and improving customer outcomes.
• Proven experience in escalation management, customer success, customer experience, or customer care operations.
• Demonstrated ability to manage complex customer situations using a solution-oriented approach while balancing customer needs and business objectives.
• Ability to identify the root business need behind customer requests and provide practical, effective solutions.
• Strong interpersonal presence with the confidence and professionalism to challenge assumptions, manage difficult conversations, and push back on unrealistic expectations when appropriate.
• Excellent analytical and reporting skills with the ability to translate data into actionable insights and recommendations.
• Experience leveraging reporting tools, dashboards, and AI-enabled solutions such as Microsoft Copilot to improve decision-making and operational effectiveness.
• Strong problem-solving skills with demonstrated success in root cause analysis and continuous improvement initiatives.
• Proven ability to drive cross-functional process improvements involving multiple stakeholders across departments.
• Experience leading change management initiatives, including stakeholder engagement, communication planning, implementation support, and outcome measurement.
• Exceptional written and verbal communication skills with the ability to present complex information clearly and professionally to a variety of audiences.
• Strong organizational and time-management skills with the ability to manage competing priorities and meet deadlines.
• Ability to work independently while collaborating effectively within global and cross-functional teams.
• Strong leadership capabilities with experience mentoring, coaching, developing, or influencing team members.
• Proficiency in Microsoft Office Suite, particularly: Excel (Pivot Tables, Charts, Data Analysis, Reporting) PowerPoint (Executive Presentations) SharePoint (Documentation and Knowledge Management)
• Experience working with customer experience metrics, performance reporting, and business reviews.
• Ability to thrive in a fast-paced, customer-focused environment and maintain a positive, flexible approach to daily work.

Nice to Have

• LEAN, ITIL, Agile, Six Sigma, or other process improvement certifications.
• Experience in clinical trials, life sciences, healthcare, pharmaceutical, or other regulated industries.
• Experience with Power BI for dashboard development and business analytics.
• Experience with Power Automate for workflow automation and operational efficiency improvements.
• Experience supporting global customers and international teams.
• Experience leading transformation, governance, or operational excellence initiatives.
  

At Clario, 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.

Clario is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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, age, or veteran status.