US Lab User Experience Leader

Key Responsibilities:

• Manage all activities associated with incoming customer service operations, including developing and implementing policies and procedures. Ensures continuous improvement of processes, systems, and communications.
• Implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Apply 80/20 principles to organize and serve our customers.
• Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
• Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
• Monitor and assess customer service performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
• Control resources and utilize assets to achieve qualitative and quantitative KPIs.
• Maintain an orderly workflow according to priorities.
• Provide hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports.
• Lead and manage the Lab Experience and LIS Support Teams by providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
• Oversee the daily operations of the customer service department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.
• Collaborate with cross-functional teams to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
• Stay informed about industry trends, best practices, and emerging technologies and proactively recommend innovative solutions to enhance customer service.
• Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team.
• Maintain training and compliance in areas of health and safety, security, environmental, and operational aspects of daily activities in the working environment.
• Must have the ability to travel 25% of the time and should have a valid driver’s license.

Critical Skills:

• Ability to think strategically and lead.
• Excellent problem-solving skills.
• Excellent customer service skills.
• Strong client-facing and communication skills.
• Comfortable working with upper management.
• Excellent organizational skills.
• Ability to perform under pressure.
• Ability to pay close attention to detail.
• Experience using Microsoft Office Suite, working knowledge of customer service software, databases, and tools.

Basic Qualifications:

• Bachelor’s degree in business administration or related field or 5+ years in customer service or related field.
• 5+ years of supervisory experience.

Preferred Qualifications:

• Prior leadership or supervisory experience within a regulated environment.
• Prior experience managing a global team.
• Experience working in a research laboratory environment.
• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code.
• Ability to operate a personal computer to enter data and generate reports.

Working Environment:

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.).
• Job pace may be fast and job completion demands may be high.
• Must be able to remain in a stationary position more than 25% of the time.
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, hazardous chemicals.
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment.

The annual compensation range for this full-time position is $102,440.00 to $153,400.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.