As our Senior Customer Operations Enablement Manager you will:
- Define and execute the global training strategy for Customer Service, aligned to Repligen's CX and Order-to-Cash transformation roadmap, establishing a standardized training framework, competency standards, and certification programs across regions.
- Design and deliver scalable learning solutions covering Order-to-Cash processes and systems, product and application knowledge, customer communication and escalation handling, and compliance and regulatory requirements, using a mix of digital, instructor-led, and on-the-job delivery methods.
- Drive measurable improvement in operational performance through targeted capability-building interventions, tying training outcomes to SLA adherence, productivity metrics, and order accuracy/OTIF alignment.
- Own end-to-end governance of onboarding, refresher, and role-based training programs, ensuring consistency and adoption across the global Customer Service organization.
- Partner with regional Customer Service leaders to harmonize processes, tools, and training content, establishing a global knowledge management framework (SOPs, learning repositories).
- Embed continuous improvement loops through voice of customer, employee feedback, and performance analytics, refining training content and delivery based on measured impact.
- Partner with IT/Digital teams to leverage learning technologies (LMS, AI-enabled coaching, knowledge tools), integrating training into system rollouts, process changes, and transformation initiatives.
- Enable structured career pathways through competency frameworks and certification programs aligned with Repligen's global career architecture.
- Serve as a strategic partner to Customer Service, Commercial, and Supply Chain leadership, aligning training priorities with business needs, product launches, and regional requirements, and presenting progress, insights, and ROI to executive leadership.
Qualifications
- Bachelor's degree preferred; 10+ years of experience in customer service, training, or capability development, preferably within life sciences, biotech, or regulated industries.
- Proven experience designing and scaling global training programs.
- Strong understanding of Order-to-Cash processes, customer service operations, and supply chain dynamics.
- Experience working with ERP (SAP preferred), CRM (e.g., Salesforce), and LMS platforms.
- Demonstrated ability to translate business strategy into actionable, measurable training programs.
- Strong analytical skills, with experience linking training outcomes to business KPIs.
- Exceptional stakeholder management and communication skills, with experience engaging senior leadership.
- Demonstrated ability to operate under limited supervision as a recognized subject matter expert, exercising sound judgment to guide complex, cross-functional assignments to resolution.
Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated base salary range for this role, based in the Netherlands is €80,000- €110,000, the estimated base salary range for this role, based in the United States of America is $95,000-$150,000. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package.
Skills Required
- 10+ years of experience in customer service, training, or capability development
- Proven experience designing and scaling global training programs
- Strong understanding of Order-to-Cash processes, customer service operations, and supply chain dynamics
- Experience working with ERP (SAP preferred), CRM (e.g., Salesforce), and LMS platforms
- Strong analytical skills with experience linking training outcomes to business KPIs
- Exceptional stakeholder management and communication skills, experience engaging senior leadership
- Ability to operate independently as a subject matter expert and guide cross-functional initiatives to resolution
- Bachelor's degree
What We Do
FRAUD ALERT: Please take note that it has come to our attention that individuals purporting to work for Repligen are reaching out to prospective job applicants using fraudulent email addresses. All legitimate communications from Repligen will be sent from an individual with an email address ending in @repligen.com. If you have any concerns that a communication may be fraudulent and you would like to confirm whether it is, you may email [email protected] and someone will respond. Repligen is a bioprocessing-focused life sciences company bringing over 40 years of expertise and innovation to our customers. We are inspiring advances in bioprocessing through the development and commercialization of high-value products and flexible solutions that address critical steps in the production of biologic drugs, principally monoclonal antibodies. Repligen headquarters is in Waltham, Massachusetts and our manufacturing facilities are located around the world. We market our products globally through a direct commercial organization in the U.S., Europe and Asia, as well as through strategic partners in select markets.
