Senior Manager, North America Customer Service

Protecting our tomorrow

Senior Manager, North America Customer Service

Location: Remote – East Coast Preferred

Department: North America Supply Chain

Reports To: Senior Director, Head of North America Supply Chain

Salary Range: $145k - $190k

About Bavarian Nordic

At Bavarian Nordic, we are dedicated to protecting lives and advancing global health through innovative vaccines. As a global leader in smallpox and mpox vaccines, our growing portfolio includes market-leading vaccines against rabies, chikungunya, cholera, and typhoid. Our mission is simple: to improve quality of life worldwide by preventing infectious diseases. We are headquartered in Denmark and have offices across Europe and North America.

Position Overview

We are seeking a strategic and experienced Senior Manager of Customer Service to build our North America Supply Chain Customer Service Organization, and to also manage and provide strategic and operational oversight of all customer service, customer operations, and customer trade activities in our North America Markets (United States and Canada).  The Sr. Manager will be responsible for creating and implementing a North America Customer Service & Trade Relations Strategy that is aligned with North American commercial strategies, creating customer centric processes and operating models, and managing customer service & trade operations.  The Senior Manager will also be responsible for channel and inventory management and enabling value-added partnerships with distributors & wholesalers to ensure our products are accessible to all end customers.  The senior manager will collaborate across local and global functions to maximize customer satisfaction, retention, and growth, build strong client relationships, while identifying new opportunities to deliver value.

Key Responsibilities

• Set NA customer service & trade strategy (U.S./Canada) aligned to Bavarian Nordic’s commercial goals
• Lead NA customer service and trade operations, including managing customer service coordinators and day-to-day inquiry handling
• Design and improve customer-centric processes and operating models across functions to support the NA business
• Drive customer experience and satisfaction improvements by defining, tracking, and reporting KPIs with partners (Commercial, Finance, etc.)
• Own escalations and complex inquiries across end customers (physicians, hospitals, pharmacies, clinics), wholesalers/distributors, patients, and 3PLs—resolving issues quickly while maintaining relationships
• Manage trade operations, channel, and inventory performance with wholesalers/distributors to ensure product availability, including:
  • Build and maintain key wholesaler/distributor relationships
  • Monitor orders/inventory; proactively prevent stock-outs/omits
  • Hold partners accountable to SLA inventory expectations
  • Develop order/inventory trend analyses to drive proactive actions
  • Support negotiation and renewal of wholesaler/distributor SLAs
• Analyze inquiry trends and implement proactive issue prevention/resolution with commercial partners
• Ensure SLA compliance and performance management across daily operations and service metrics
• Lead training and communications for internal/external partners on new products or changes to service requirements
• Establish a customer feedback program (survey, analyze, and action insights) to improve products/services
• Build cross-functional stakeholder alignment to resolve order/service escalations and improve customer-facing tools, processes, and communications/materials
• Develop and coach the team through training, mentoring, performance feedback, and corrective action as needed

Tasks

• Strategic and enterprise-wide thinking
• Ability to manage operational tasks
• Excellent verbal and written communication skills
• Experience using customer management tools such as Dynamics 365
• Strong organizational skills for documenting customer interactions, managing follow-up, and tracking request trends month over month
• Effective and proactive problem-solving skills
• Able to operate autonomously in a fast-moving environment

Qualifications

• Bachelor of Science Degree in Business Administration, Health Administration, Customer Service, engineering or a related field
• A minimum of 7+ years in customer service management or customer support with also a background in trade relations and operations
• A minimum of 3+ years of vaccine, p