Lead Customer Service Experience Manager (Clinical Trials)

Location: United States Remote; candidates must be based in the United States

Company

hirify.global, part of Thermo Fisher Scientific, develops technology and services that support clinical research and help bring therapies to patients faster.

What you will do

• Lead complex customer escalations from identification through resolution while aligning expectations with customers and internal stakeholders.
• Analyze escalation trends, identify root causes, and recommend improvements to Customer Care processes, quality, and customer satisfaction.
• Develop and implement resolution strategies with Customer Care Management in line with budgets, guidelines, procedures, and policies.
• Review escalation and business analysis reports to prioritize risks and identify opportunities to improve workflows.
• Partner with users, sponsors, clinical research sites, clinical research associates, and other stakeholders on risk assessments, impact analyses, reports, and presentations.
• Lead governance activities and process-improvement projects while training, mentoring, and coaching customer service staff.

Requirements

• Bachelor’s degree in electronics, technical school completion, or equivalent practical experience.
• At least 5 years of experience in escalation management, client success, or customer experience management, preferably in customer care, clinical trials, or a related industry.
• At least 5 years of experience with hirify.global processes and tools in the Customer Care department, including at least 4 years as a Customer Service Experience Manager or equivalent.
• LEAN or ITIL certification and Agile certification.
• Proficiency with Microsoft Office and related software, plus strong analytical, problem-solving, organizational, and time-management skills.
• Excellent written and verbal English communication skills and the ability to work remotely from the United States.

Culture & Benefits

• Remote work options for U.S.-based positions.
• Medical, dental, and vision coverage.
• Tuition reimbursement.
• Employee assistance and wellness programs.
• Life and disability insurance.
• Inclusive equal opportunity workplace.