Working closely with Commercial, Supply Chain, Logistics, and Digital teams, the Sr. Manager, CARE Center Operations, ensures that operational excellence and exceptional customer experience are delivered by the Control Tower services supporting CCT’s Advanced Solutions business. This position is responsible for managing the design, development, implementation, and day-to-day operations of the program.
Responsibilities:
- 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.
- Join commercial calls to customer/vendor; review processes, build rapport, strengthen business relationship and support business opportunities.
- Assess the current state of processes and systems including material and information flow across all supply chain touchpoints, evaluate and propose optimizations that meet business/customer needs including notifications, alerts, dashboards etc.
- Partnering with IT, Supply Chain, Commercial, as well as leaders at 3PL and
- Customer sites design/enhance future state Control Tower solutions while optimizing cost, delivering exceptional customer experiences and driving continuous improvement.
- Adhere to company policies, procedures and business ethics codes and ensure they are communicated and implemented within the team.
- Other duties and responsibilities as assigned.
Requirements:
- 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.
- Experience leading product development changes in control tower applications.
- Experience developing supply chain, logistics, and customer experience analytics.
- Experience leading technical innovation to drive automation.
- 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.).
- Excellent organization, analytical, written, and oral communications skills.
- Available for occasional travel.