Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Location: 3900 Paramount Parkway, Morrisville, NC (4-days onsite required)
Division: Biologicals & Chemicals Division (BCD)
As a Senior Manager, Customer Operations, you will lead a high-performing team supporting the PCS business unit within BCD. You will be responsible for driving operational excellence, enhancing the end-to-end customer experience, and ensuring seamless coordination across supply chain, procurement, and commercial teams.
This role serves as the central “control tower” for customer operations—overseeing order lifecycle management, service programs, and customer communications—while aligning with business objectives and delivering exceptional customer satisfaction.
Key ResponsibilitiesTeam Leadership & Development
- Lead, coach, and develop a team of ~12 employees, including supervisors
- Set clear goals aligned to evolving business and customer needs
- Foster a culture of accountability, collaboration, and continuous improvement
- Identify skill gaps and implement training and onboarding programs
- Partner with site leaders to standardize processes across locations
- Drive employee engagement, retention, and talent development initiative
Operational Excellence
- Oversee quoting, order entry, order management, and assurance of supply services
- Manage Vendor Managed Inventory (VMI) programs and service-based offerings
- Ensure accurate, timely order fulfillment by removing operational barriers
- Align processes with quality standards (cGMP, ISO 9001) and internal systems
- Build scalable infrastructure to support business growth
Customer Experience & Strategy
- Act as the primary coordination point for customer-facing operations
- Provide visibility into order status, supply risks, and service performance
- Lead cross-functional issue resolution with clear ownership and timelines
- Analyze Customer Allegiance Score (CAS) data and implement improvements
- Enhance customer experience to support retention and business growth
Analytics & Continuous Improvement
- Monitor and report on key performance metrics (service, responsiveness, delivery)
- Drive process improvements using PPI (Practical Process Improvement) methodologies
- Establish daily operational reviews and performance tracking mechanisms
- Lead cross-functional initiatives to improve efficiency and service quality
Minimum Qualifications
- High school diploma or GED required
- Bachelor’s degree or MSA preferred
- 6-8+ years of people leadership experience in customer operations or business operations
- 4-5+ years in a customer-facing role
- Experience with CRM systems (Salesforce preferred)
- ERP system experience (Oracle, A+, or similar)
- Proven track record in process improvement and operational transformation
- Strong analytical, problem-solving, and communication skills
Key Skills & Competencies
- Ability to lead in a matrixed, cross-functional environment
- Strong business acumen and customer-centric mindset
- Expertise in data analysis and performance metrics
- Proven ability to drive process maturity and scalable operations
- Passion for continuous improvement and developing high-performing team
Why Join Thermo Fisher Scientific?
At Thermo Fisher Scientific, you’ll do meaningful work that makes a global impact. You’ll have the opportunity to grow your career while contributing to solutions that help make the world healthier, cleaner, and safer.
Additional Details- Location: 3900 Paramount Parkway, Morrisville, NC
- Work Model: Onsite
- Travel: Less than 25% annually
- Relocation: Not provided
Skills Required
- Bachelor's degree or higher
- MBA or 5+ years professional management experience in customer service and/or business operations leadership
- 7+ years of people management experience developing and leading cross-functional teams
- 5+ years in a customer-facing role
- 5+ years of experience with CRM systems
- Salesforce (preferred)
- Experience with Aplus, Oracle or other ERP systems
- Experience with practical process improvement initiatives and PPI event design/execution
- Experience ensuring order management procedures align to cGMP and ISO 9001 standards
- Exceptional analytical and problem-solving skills, ability to analyze and present data
- Strong written and oral communication skills
- Proficiency with Microsoft Office (Word, Excel, PowerPoint)
- Ability to work in a matrix environment and drive cross-functional collaboration
Thermo Fisher Scientific Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thermo Fisher Scientific and has not been reviewed or approved by Thermo Fisher Scientific.
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Retirement Support — Retirement programs include a strong company 401(k) match and an employee stock purchase plan that add meaningful long‑term value. Feedback suggests these features stand out among core financial benefits even when base pay feels average.
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Healthcare Strength — Health coverage offers multiple national medical options alongside dental and vision, with company‑paid life and disability coverage. This breadth is considered a solid foundation even if some costs may not be the lowest among peers.
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Parental & Family Support — Paid parental and caregiver leave, backup care, adoption assistance, and specialized family resources are available. Feedback suggests these supports are a notable plus for colleagues managing family and caregiving needs.
Thermo Fisher Scientific Insights
What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
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