Sr. Manager, CARE Center operations
Perm remote need to be out of these states MA. TN, TX, CA, IL, PA, OH, VA
No sponsorship
ROLE
- Deploy / Enhance Control Tower and related services (CARE center) from design to go-live and partner with cross functional stakeholders to maintain the application.
- Responsible for onboarding of new customers to CARE center services and project management of related activities. Ensure seamless customer onboarding and transition of day-to-day relationship to Sr.
Manager, Customer Excellence and Analytics.
- Oversee performance of CARE Center application and related KPIs.
- Guide and oversee the cross-functional Control Tower team on issue resolution and act as an escalation point for unresolved technical and operational problems with the customer.
- Manage the Control Tower team ensuring compliance with CCT values and policies.
- Identify resource needs and support the recruitment and onboarding process for new hires.
- Ensure the implementation of company and quality policies, and the management of documentation within the Control Tower scope.
- Establish and manage a strong relationship with operational counterparts on the customer side.
SKILLS
BS / BA, MBA with a focus on Supply Chain, Transportation, or a comparable field highly preferred or equivalent level of experience.
Life Sciences industry background preferred.
- Minimum 5+ years of experience in designing, deploying and managing Control Tower Operations.
- Minimum 5 years of experience in managing a team.
- PMP Certification preferred.
- In-depth logistics / forwarding experience in Life Science, Pharma, Healthcare, Medical Device industry sectors.
- Experience in designing future state Customer Experience processes and leveraging digital transformation to bring them to life.
o Experience leading product development changes in control tower applications.
o Experience developing supply chain, logistics, and customer experience analytics.
o Experience leading technical innovation to drive automation.
o Experience defining and developing KPI’s and dashboards to track success throughout the program.
- Good understanding of various systems and integrations including ERP, WMS, data warehouse and IoT. Identify system interfaces, data structures, data flow and design an overall architecture.
- ML / AI experience to help design a self-learning system that can scale rapidly.
- Advanced knowledge of computers and Microsoft Products (MS Word, EXCEL, etc.).
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