Customer Operations Team Leader

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job TitleCustomer Operations Team Leader
Location(s)Cambridge, MA

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 annual compensation 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.

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.