Global Contact Center Operations Lead – Customer Service Excellence

The Role

Moderna is seeking a dynamic and experienced Global Contact Center Operations Lead – Customer Service Excellence will support the Global Contact Center across Moderna’s US and international markets. This role is crucial in establishing robust practices for handling general and commercial inquiries, aiming to enhance customer interactions. The primary objective is to build foundational customer service practices and ensure digital efficiency across our global markets.

At Moderna, we are driven by our core values—bold, collaborative, curious, and relentless. These values fuel our innovation and enable us to deliver life-saving vaccines and therapeutics to patients globally.

Here’s What You’ll Do

• Manage daily operations and support the Global Contact Center vendor, focusing on general and commercial inquiries to prioritize operational efficiency and customer satisfaction.

• Oversee general and commercial customer service processes to enhance responsiveness and engagement with customers, ensuring service levels for commercial and general inquiry handling are met or exceeded.  

• Provide oversight of all aspects of the order fulfillment process for Commercial customers globally submitted via the Global Contact Center, including order entry, order tracking, shipping confirmations, and resolving customer service issues in collaboration with local commercial, supply chain, logistics, and external 4PL/3PL teams.

• Act as the primary escalation point for the Global Contact Center vendor and other internal stakeholders regarding general and commercial inquiries.

• Manage vendor handling of customer inquiries and provide guidance and coaching when communicating with cross-functional internal or external stakeholders.

• Collaborate with Global Contact Center Customer Experience and Operations Excellence Lead to execute a cohesive operating model with robust processes and procedures to support all inquiry types across commercial, medical, clinical, and patient/caregiver support.

• Strategize and support processes and procedures related to product orders via the Global Contact Center in collaboration with Moderna Commercial teams.

• Partner closely with global commercial market leads to build a global template for Global Contact Center customer service model.

• Collaborate with Finance, Human Resources, Security, Legal, and Communications/Media, or other core company functions to build a scalable customer service model that leverages digital tools.

• Work with Supply Chain to devise a unified customer service model with key operational workflows to provide seamless customer interactions regarding product supply, on-time delivery, product quality, and any order issues pre- or post-delivery.

• Ensure Global Contact Center agents receive adequate information regarding the local market strategy and are adequately trained on commercial and general content required to support the market’s customers.

Here’s What You’ll Need (Minimum Qualifications)

• Bachelor’s degree in Business Administration, Communications, or a related field.

• 7+ years of job-related experience in Call Center/Contact Center or Customer Operations with increasing responsibility

• Experience managing vendor relationships and performance in a contact center environment

• Proven ability to handle escalations and complex customer service issues

Here’s What You’ll Bring to the Table (Preferred Qualifications)

• 5+ years of experience working in order-to-cash or other service functions supporting product purchasing, recurring revenue model, and post order support for various customer archetypes (i.e. Wholesalers, 3PLs, B2B)

• Experience working in case management and enterprise resource planning (ERP) systems

• Demonstrated ability to execute dynamic range of responsibilities and engagement with all levels of personnel

• Experience in Biotech or Pharma preferred 

• Experience partnering with business stakeholders across geographies and functions

• Excellent organizational skills and ability to manage multiple projects in a fast-paced environment 

• Outstanding organized verbal and written communication skills  

• A ‘digital first’ mindset and drive for continuous learning and improvement 

• Ability to effectively collaborate in a dynamic, global and cross-functional environment 

• Advanced problem-solving skills to address complex and multi-faceted business problems and ensure follow-through to resolution

• A desire to be part of a high-growth, transformational company that is Bold, Relentless, Curious and Collaborative

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