Manager, Customer Service Operations- Vaccines

Job Title: Manager, Customer Service Operations- Vaccines

Location: Morristown, NJ

About the Job

Our organization in North America is growing fast, and we're always looking for talented professionals to join our Commercial Operations’ team.

Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that’s growing at pace. Over the next two years, we aim at growing our US business by $ 1 billion.

The Customer Experience team in Sanofi Vaccines plays a crucial role in ensuring customer satisfaction and smooth operations. The organization is focused on dramatically modernizing our operations and seamlessly serving our customers. Following a SAP/ERP implementation, the time is ripe to enhance our customer experience.

The Customer Experience team’s mission is to provide excellent support and solutions and to delight our customers. The Customer Service Manager will help analyze our operations and help us operate efficiently.  This person will play a key role in ensuring that the customer service organization operates effectively and continues to meet the needs of healthcare providers, distributors, and patients.  You will also be part of a transformation and modernization journey the business unit and company is undergoing. We provide opportunities for learning, growing, job moves and a diversified, fulfilling career in the US or worldwide.

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities:

• Operate in customer service platform/tools to identify patterns in customer issues, resolution times, and support team performance, using this information to recommend process improvements

• Support deep-dive analyses to identify operational bottlenecks, process inefficiencies, and opportunities for improvement in the customer journey

• Monitor ticket routing efficiency and queue management, supporting optimal distribution of workload across teams and support tiers

• Maintain dashboards or regular reporting to monitor and communicate on key performance indicators (KPIs), SLAs, such as customer ticket volume, backlog trends, and customer satisfaction metrics

• Partner with team leads to develop and implement process improvements based on data insights, measuring and reporting on the impact of these initiatives

• Support analytics needed for Customer Service team leaders managing capacity planning and workforce management by analyzing historical data and forecasting future customer service needs

• Collaborate with cross-functional teams to streamline workflows and enhance the customer experience

About You

Required Qualifications:

• Bachelor's degree required, degree in Business, Analytics, Statistics, or related field preferable

• 3+ years of Experience in customer service operations, contact center environment, or distribution operations in a managerial role

• Hands-on experience with customer service ticketing systems (e.g., Zendesk, Salesforce Service Cloud, JIRA Service Management)

• Experience with SAP

• Strong proficiency in Excel and SQL; experience with visualization tools like Tableau or Power BI

• Demonstrated ability to translate complex data into actionable insights

• Excellence in problem-solving and analytical thinking

• Strong written and verbal communication skills

• Ability to interact with internal clients

Preferred Qualifications:

• Experience working at a management or strategy consulting company

• Knowledge of process improvement methodologies (Six Sigma, Lean)

• Experience in operations analysis, business intelligence, or similar analytical role

• Experience with workforce management systems

• Project management experience

Language

• Excellent English written and verbal