Lead Customer Service Experience Manager

• The Lead Customer Service Experience Manager is the interface for Customer Care with regards to communicating department objectives, processes, and performance.
• Clario, part of Thermo Fisher Scientific partners with the pharmaceutical industry to gather and organize clinical trial data, leading to quicker, more reliable trial outcomes.

About Clarioclinical

• Our contribution to improving patients' lives motivates us every day!
• Join our Bangalore team as a Lead Customer Service Experience Manager to provide world class customer service & support of clinical trials deployed at hundreds of clinical sites worldwide.
• You will be part of a growing team in Bangalore, working directly with our clients and Clario colleagues across the globe - helping to bring new drugs to market, more quickly and more safely.
• See the impact you could have.
• Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.
• At Clario, we put people first, always.
• We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives.
• We value the contribution each of our people brings.
• It’s only through our people that we can continue to innovate technology that will shape the future of clinical trials.

Responsibilities

• Establish clear expectations with customers and internal stakeholders and align outcomes with departmental objectives, procedures, and business priorities.
• Lead solution-oriented escalation management by assessing business impact, coordinating cross-functional resources, and driving issues to successful resolution.
• Conduct regular customer meetings and business reviews to discuss risks, service performance, quality improvements, customer satisfaction, and emerging business needs.
• Analyze escalation trends, identify root causes, and develop corrective and preventive action plans that improve customer experience and operational efficiency.
• Develop and execute cross-functional process improvement initiatives by identifying stakeholders, defining required changes, documenting processes, and driving implementation.
• Lead change management activities, including stakeholder identification, communication planning, accountability tracking, implementation oversight, and post-implementation effectiveness reviews.
• Collaborate with Customer Care leadership and business stakeholders to implement resolution strategies and continuous improvement initiatives.
• Leverage data, reporting tools, and AI technologies such as Microsoft Copilot to generate insights, identify trends, and support data-driven decision-making.
• Monitor customer experience metrics and prepare executive-level reports, dashboards, presentations, and business reviews for internal and external stakeholders.
• Develop, document, and maintain SOPs, policies, workflows, and best practices to improve service quality, consistency, and operational effectiveness.
• Drive governance activities and special projects focused on improving customer satisfaction, operational performance, and service excellence.

Requirements

• This position assumes a lead role ensuring customer expectations and department objectives align, and managing escalations when discrepancies arise, by being accountable for timely resolution while also maintaining the client relationship.
• A positive and productive relationship is maintained by employing deep cross-functional knowledge of the organization, as well as historically proven resolution paths.
• Are you a problem solver?
• Do you like figuring out how things work and talking with others to share your knowledge?
• Would you like to work in an international team?
• Technology for hybrid working and great onsite facilities

What you'll be doing

• Serve as the primary escalation point for high-priority customer issues and ensure timely resolution while maintaining exceptional customer satisfaction.
• Partner with customers to understand underlying business challenges and distinguish between what customers request and what they truly need, providing recommendations that deliver the best outcomes.
• Effectively manage customer expectations and confidently challenge unrealistic requests while maintaining positive, professional relationships.
• Provide technical leadership, mentoring, coaching, and guidance to Customer Service Experience Coordinators, Customer Service Managers, and other team members.
• Support department leadership as a subject matter expert in customer experience management, escalation processes, and continuous improvement practices.
• What we're looking for Bachelor’s degree in electronics or technical school or equivalent experience.
• LEAN or ITIL certification.
• Agile certification.
• Proficient knowledge of Microsoft Office applications and related software.
• 5 or more years of experience in escalation management, client success or customer experience management, preferably in customer care, clinical trials or related industries.
• 5 or more years of experience in Clario processes and tools and Customer Care department.
• A minimum of 4 years of service as a Customer Service Experience Manager or equivalent experience.
• Excellent communication skills in English; proficiency in other languages is a plus.
• Strong problem-solving and organizational skills, with a focus on continuous improvement.
• Exceptional written and oral communication skills with the ability to convey complex or technical information clearly, concisely, and accurately to a wide range of audiences.
• Strong customer experience mindset with a passion for delivering exceptional service and improving customer outcomes.
• Proven experience in escalation management, customer success, customer experience, or customer care operations.
• Demonstrated ability to manage complex customer situations using a solution-oriented approach while balancing customer needs and business objectives.
• Ability to identify the root business need behind customer requests and provide practical, effective solutions.
• Strong interpersonal presence with the confidence and professionalism to challenge assumptions, manage difficult conversations, and push back on unrealistic expectations when appropriate.
• Excellent analytical and reporting skills with the ability to translate data into actionable insights and recommendations.
• Experience leveraging reporting tools, dashboards, and AI-enabled solutions such as Microsoft Copilot to improve decision-making and operational effectiveness.
• Strong problem-solving skills with demonstrated success in root cause analysis and continuous improvement initiatives.
• Proven ability to drive cross-functional process improvements involving multiple stakeholders across departments.
• Experience leading change management initiatives, including stakeholder engagement, communication planning, implementation support, and outcome measurement.
• Exceptional written and verbal communication skills with the ability to present complex information clearly and professionally to a variety of audiences.
• Strong organizational and time-management skills with the ability to manage competing priorities and meet deadlines.
• Ability to work independently while collaborating effectively within global and cross-functional teams.
• Strong leadership capabilities with experience mentoring, coaching, developing, or influencing team members.
• Excel (Pivot Tables, Charts, Data Analysis, Reporting) PowerPoint (Executive Presentations) SharePoint (Documentation and Knowledge Management) Experience working with customer experience metrics, performance reporting, and business reviews.
• Ability to thrive in a fast-paced, customer-focused environment and maintain a positive, flexible approach to daily work.

Preferred

• LEAN, ITIL, Agile, Six Sigma, or other process improvement certifications.
• Experience in clinical trials, life sciences, healthcare, pharmaceutical, or other regulated industries.
• Experience with Power BI for dashboard development and business analytics.
• Experience with Power Automate for workflow automation and operational efficiency improvements.
• Experience supporting global customers and international teams.
• Experience leading transformation, governance, or operational excellence initiatives.

Benefits

• What we offer
• Competitive compensation + shift allowances
• Attractive benefits (security, flexibility, support and well-being)
• Engaging employee programs