Sr. Manager, Global Contact Center Operations, Commercial Customer Service Excellence

The Role
The Sr. Manager, Global Contact Center Operations – Customer Service & Experience , will assist in supporting the Global Contact Center Customer Service functions, with a focus on daily operations and optimizing the customer experience across US and international markets. This role is essential for maintaining high standards of customer service while contributing to the development and implementation of operational procedures that enhance customer interactions globally.

Here’s What You’ll Do

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

• Assist in managing customer service processes, ensuring that responsiveness and engagement in commercial and general inquiries meet or exceed established service levels.

• Provide operational support to all aspects of the order fulfillment process for Commercial customers globally; support includes, but is not limited to 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 a key escalation point for the Global Contact Center vendors and internal stakeholders regarding general and commercial inquiries.

• Engage directly with customers to resolve escalated inquiries/issues.

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

• Work with Moderna Global Commercial teams to define and support processes and procedures related to product orders, order to cash, and logistics management to service variable Moderna customer types – B2B, Wholesalers, and Direct. 

• Partner with global commercial market leads to customize the Global Contact Center’s service model to meet specific market needs.

• Collaborate with internal departments such as Finance, HR, Legal, and Corporate Affairs to ensure the customer service model is scalable and leverages digital tools effectively.

• Work with Supply Chain teams to integrate customer service workflows with key operational processes, ensuring seamless customer interactions concerning product supply and delivery.

• Ensure that Global Contact Center agents are well-informed and adequately trained on market-specific strategies and content to effectively support customers.

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

• Bachelor’s degree in a relevant field (e.g., Business Administration, Operations Management, or a related discipline).

• 4+ years of experience in Call Center/Contact Center or Customer Operations with increasing levels of responsibility.

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

• Experience in the Biotech or Pharma industry is preferred, with a solid understanding of industry-specific customer operations.

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

• Experience with case management and enterprise resource planning (ERP) systems to enhance operational efficiency.

• Proven ability to manage multiple projects in a fast-paced environment, demonstrating excellent organizational skills.

• Exceptional verbal and written communication skills to effectively convey complex information.

• A ‘digital first’ mindset with a commitment to continuous learning and leveraging digital tools.

• Strong collaborative and problem-solving skills, with the ability to navigate complex, cross-functional environments and address multifaceted business challenges.

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

At Moderna, we believe that when you feel your best, you can do your best work.  That’s why our US benefits and global well-being resources are designed to support you—at work, at home, and everywhere in between.

• Best-in-class healthcare coverage, plus a suite of voluntary benefit programs to support your unique needs
• A holistic approach to well-being, with access to fitness, mindfulness, and mental health support
• Lifestyle Spending Accounts to personalize your well-being journey
• Family planning and adoption benefits
• Generous paid time off, including vacation, volunteer days, sabbatical, global recharg