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Customer Experience Manager

Job Description
When you?re part of the team at Thermo Fisher Scientific, you?ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you?ll be supported in achieving your career goals.
Position Summary:
Primary responsibility is to develop and ensure execution of business unit/division specific strategies to drive improvement in customer experience. Participates in the development and implementation of corporate customer experience strategies as a member of Thermo Fisher Scientific?s Customer Advocate Expereience Steering Committee.
Key Duties and Responsibilities:
+ Lead and/or participate in cross-divisional customer experience teams to scope and design standardized business processes.
+ Implement Customer Experience initiatives into and across operating division to ensure consistent, quality output.
+ Incorporate divisional training and certification processes for customer-facing personnel.
+ Identify required infrastructure and/or business tools to enable established standards of excellence and create business case, ROI, etc., as necessary for divisional AOP submission and approval.
+ Provide regular internal communications on Customer Experience initiatives, status and calls to action.
+ Work with HR to incorporate appropriate employee recognition programs for exceptional customer service.
+ Oversee implementation, and continued efficacy, of corporate feedback program for all sites within Division
+ Identify new tools, SAP reports or other methods necessary to acquire quality VOC (Voice of Customer) data to be used as impetus for change.
+ Liaise with sales, product line and/or operations management and other colleagues to review VOC data related to functional areas of responsibility and facilitate required changes to drive improvement.
+ Partner with PPI resources to ensure action on key initiatives and drive continuous improvement.
+ Initiate customer contact to investigate complaints and/or solicit suggestions for improvements or quality system engagements.
+ Lead and/or participate in cross-divisional customer experience teams to scope and design standardized business processes.
+ Implement Customer Experience initiatives into and across operating division to ensure consistent, quality output.
+ Incorporate divisional training and certification processes for customer-facing personnel.
+ Identify required infrastructure and/or business tools to enable established standards of excellence and create business case, ROI, etc., as necessary for divisional AOP submission and approval.
+ Provide regular internal communications on Customer Experience initiatives, status and calls to action.
+ Work with HR to incorporate appropriate employee recognition programs for exceptional customer service.
+ Facilitate identification of new tools, SAP reports or other systems necessary to acquire quality data as identified through quality reviews.
+ Liaise with sales, product line and/or operations management and representatives to review quality data related to functional areas of responsibility and facilitate required changes to drive improvement.
+ Conduct customer interviews by phone or in person to investigate complaints and/or solicit suggestions for improvements or quality system engagements.
Qualifications:
+ Bachelor?s degree in a business or quality related field or equivalent work experience.
+ Minimum of 3 years experience in service management or operations leadership role.
+ 3-5 years experience with quality and process improvement systems; preferably PPI.
+ Background and experience in commercial operations (sales or service) preferred but not necessary.
Skill Requirements :
+ Strong analytical and problem solving skills.
+ Excellent verbal and written communication skills.
+ Strong interpersonal skills with ability to work across all levels and functions.
+ Process-oriented and self-motivated with a passion for continuous improvement and customer service.
+ Proven ability to effectively work in highly matrixed environments.
+ Strong computer skills with experience in all Microsoft office programs; experience or exposure to quality management software or tools preferable.
+ Proven organizational skills and multi-tasking abilities.
At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission?enabling our customers to make the world healthier, cleaner and safer.
Apply today! http://jobs.thermofisher.com
_Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status._
If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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