Location Cambridge, MassachusettsUS
Job ID REQ-054036
Key Responsibilities
Operational Management
Supervise daily work activities while guiding processes and procedures per the customer and PKI requirements
Collaborate with all cross functional teams to assure consistent customer satisfaction, vendor cooperation, and timely completion of integrated work activities
Review/generate reporting to ensure key deliverables are met
Monitor call volume and adjust internally to maintain optimum customer response and satisfaction.
Participate in development of global standardization initiatives, monitor staff training and confirm staff compliance to drive consistency and global uniformity
Participate in team leader meetings, collaborating to achieve business objectives
Provide on-time monthly business review reports and other documentation as required or requested
Review and approve site specific procedures, assuring alignment with global processes
Implement best practices and drive continuous process improvement
Responsible for understanding customer KPI and SLAs and ensuring delivery of metrics.
Ensure Quality requirements are met to customer specific requirements.
Provide ad-hoc support based on workload volume and staffing
Performs other duties as assigned
Staff Management
Interview, hire, and train new employees, monitoring progress and ensuring proficiency
Monitor employee utilization and productivity while providing constructive feedback and coaching
Lead regular staff meetings, to share and discuss operational outcomes, challenges, and process improvement opportunities
Collaborate to develop and support implementation of process improvements
Evaluate training needs and development opportunities for team
Executes performance reviews and employee development plans, providing ongoing coaching and feedback
Travel to sites as required for customer site visits and team development
Guide and Support the team through change & continuous improvement initiatives
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time
Basic Qualifications
3 years' experience in a team-based customer service environment and demonstrated leadership skills or 3+ years leadership experience
Ability to work effectively within a global team and independently
Strong organization and time management skills
Ability to manage priorities with internal and external stakeholders
Excellent verbal & written communications skills,
Experience with Microsoft Office Suite
Bias for action and high level of commitment to internal and external customers
Change Management capability. Experience in going through and supporting significant change initiatives
Preferred Qualifications
Bachelor's degree
Ability to work cross functionally in a matrixed environment
Experience in a Life Sciences, Pharmaceutical or Biotech industry
Knowledge of Maximo, ServiceMax, and SAP
Ability to draft/maintain SOP's in support of work processes, meeting Quality System Requirements
Project Management skills - ability and experience in LEADING calls/project
LEAN - any qualifications around LEAN, six sigma
The annualcompensation range for this full-time position is $78,000.00 to $111,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.
