Sr. Manager, CARE Center operations

Perm remote need to be out of these states MA. TN, TX, CA, IL, PA, OH, VA

No sponsorship

ROLE

• Deploy/Enhance Control Tower and related services (CARE center) from design to go-live and partner with cross functional stakeholders to maintain the application.

• Responsible for onboarding of new customers to CARE center services and project management of related activities. Ensure seamless customer onboarding and transition of day-to-day relationship to Sr. Manager, Customer Excellence and Analytics.

• Oversee performance of CARE Center application and related KPIs.

• Guide and oversee the cross-functional Control Tower team on issue resolution and act as an escalation point for unresolved technical and operational problems with the customer.

• Manage the Control Tower team ensuring compliance with CCT values and policies.

• Identify resource needs and support the recruitment and onboarding process for new hires.

• Ensure the implementation of company and quality policies, and the management of documentation within the Control Tower scope.

• Establish and manage a strong relationship with operational counterparts on the customer side.

SKILLS

· BS/BA, MBA with a focus on Supply Chain, Transportation, or a comparable field highly preferred or equivalent level of experience. Life Sciences industry background preferred.

· Minimum 5+ years of experience in designing, deploying and managing Control Tower Operations.

· Minimum 5 years of experience in managing a team.

· PMP Certification preferred.

· In-depth logistics/forwarding experience in Life Science, Pharma, Healthcare, Medical Device industry sectors.

· Experience in designing future state Customer Experience processes and leveraging digital transformation to bring them to life.

o Experience leading product development changes in control tower applications.

o Experience developing supply chain, logistics, and customer experience analytics.

o Experience leading technical innovation to drive automation.

o Experience defining and developing KPI’s and dashboards to track success throughout the program.

· Good understanding of various systems and integrations including ERP, WMS, data warehouse and IoT. Identify system interfaces, data structures, data flow and design an overall architecture.

· ML/AI experience to help design a self-learning system that can scale rapidly.

· Advanced knowledge of computers and Microsoft Products (MS Word, EXCEL, etc.).