Lead Customer Service Experience Manager

. Lead complex customer escalations from identification through resolution .

Posted 10/15/2026full-timeRemote • United StatesSeniorWebsite

Key responsibilities & impact

Lead complex customer escalations from identification through resolution
Establish clear expectations with customers and internal stakeholders while maintaining strong customer relationships
Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations
Develop and implement resolution strategies with Customer Care Management
Monitor outcomes and ensure alignment with budgets, guidelines, standard operating procedures, and policies
Review customer escalation and business analysis reports to prioritize risks and identify data-driven process improvements
Partner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates
Provide risk assessments, impact analyses, reports, and presentations to Customer Care Management
Lead governance activities and special projects related to escalation meetings and process-improvement initiatives
Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers
Provide technical leadership and support the manager with team leadership responsibilities

What you’ll need

Bachelor’s degree in electronics, completion of technical school, or equivalent practical experience
At least 5 years of experience in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related industry
At least 5 years of experience with Clario, a part of Thermo Fisher Scientific processes and tools and within the Customer Care department
A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience
LEAN or ITIL certification and Agile certification
Proficiency with Microsoft Office applications and related software
Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies
Excellent written and verbal communication skills in English; additional language proficiency is a plus
Strong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines
Demonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations
Based in the United States and able to work remotely

Comp & perks