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sr. manager customer operations & support jobs near morrisville nc

Sr. Manager - Customer Operations & Support

Thermo Fisher Scientific -
Morrisville, NC

Apply Now

Job Details

Full-time

Qualifications

Customer communication
Operations transformation
High school diploma or GED
Managing clients in a customer support role
Sales management systems proficiency
Data-driven problem-solving
Process improvement planning

Full Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Location: 3900 Paramount Parkway, Morrisville, NC (4-days onsite required)
Division: Biologicals & Chemicals Division (BCD)

About the Role

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 Responsibilities

Team 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

Apply Now

Refine Your Search

sr. manager customer operations & support jobs in morrisville nc

Sr. Manager - Customer Operations & Support

Business Operations Manager

Area Manager, Customer Service

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Renewals Specialist - Splunk - PubSec (Remote)

Building Engineer

Store Manager

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Outside Sales Rep Trainee

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Senior Electrical Commissioning Engineer (Data Centers)

Controller

Principal Linux/AWS Systems Administrator - Polygraph

Executive Director

Manager-Vendor Relations (Full-time Hybrid, Morrisville, North Carolina Based)

Senior Executive Assistant (County Manager's Office)

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