Customer Excellence Operations Manager

Work Schedule

Environmental Conditions

Job Description

About Thermo Fisher Scientific

When you’re part of the team at Thermo Fisher Scientific, you’ll do meaningful work, that makes a positive impact on a global scale! Join over 100,000 colleagues who bring our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. You’ll find the resources here to achieve your career goals and help take science a step beyond by developing solutions for some of the world’s toughest challenges. This includes protecting the environment, making sure our food is safe, and helping find cures for cancer.

How will you make an impact?

The Corporate Accounts Customer Excellence Operations Manager position will serve as a visible and trusted partner to our customers, working alongside the Corporate Account commercial team and division partners to connect them with Thermo Fisher Scientific’s enterprise capabilities.  The ideal candidate combines commercial fluency with excellent project management skills and strong business acumen. They bring a customer-first mindset and confidently engage senior stakeholders while streamlining processes to enhance customer experience and accelerate growth. A proven ability to lead without authority is essential, influencing and aligning cross-functional teams to deliver enterprise-level customer initiatives. This role requires a bias for action, process discipline, and the agility to thrive in a diverse, matrix environment. This position will report to our Director, Customer Excellence Operations. Success will be measured by both internal collaboration and measurable customer impact, advancing enterprise partnerships, scaling tools and processes, and building trust that drives growth.

What will you do?

Strategic Customer Engagement:

• Act as a visible partner in customer governance and executive forums, developing and implementing strategic plans in partnership with the commercial team to elevate engagement and cultivate trusted client partnerships
• Build partnered stakeholder relationships, leveraging foundational tools and strategic mindset to foster collaboration, transparency, and alignment on shared goals.
• Apply advanced use of foundational tools and AI to translate insights into customer-facing solution and relationship plays, shaping growth strategies that expand Thermo Fisher’s presence and impact across accounts.
• Lead customer-specific projects to address key account needs, navigating ambiguity with initiative and problem-solving to create clarity, accelerate growth, and strengthen enterprise partnership.

Customer Value Creation:

• Advance and report on customer-facing value scorecards to assess performance, identify areas for improvement, and articulate the value of customer partnership.
• Serve as a visible point of contact for customer issue triage, collaborating with internal stakeholders to ensure timely resolution and responsive communication with customers.
• Strengthen relationships with account counterparts by demonstrating commercial insight and proactive engagement, using tools and strategies that go beyond execution to create meaningful collaboration.
• Maintain and action partnership account plans in collaboration with commercial leaders, ensuring timely execution and delivery of projects with a high focus on transforming customer partnerships.

Operational Excellence:

• Drive operational excellence in account management and customer engagement, leading planning meetings with clear objectives, consistent follow-up and streamlined stakeholder communications that keep customers at the center.
• Ensure account plans are current, actionable and informed by commercial insights, ensuring alignment with strategic objectives and growth targets.
• Actively collaborate with peers, share best practices, and contribute to the development of new strategies and initiatives to drive continuous improvement and innovation.
• Program manage cross-divisional responses to customer surveys, RFI/RFPs, and complex requests, serving as the glue across functions to deliver cohesive, enterprise-level solutions that build customer confidence.

How will you get here?

Requirements:

• Bachelor’s degree in science or business
• Hands-on project management, sales analysis/operations, or sales experience

• Proactive self-starter with exceptional initiative, demonstrating ownership of activities from start to finish and the drive to go above and beyond to achieve results.
• Strong commercial orientation with the ability to anticipate customer and business needs, paired with a passion for improving and streamlining sales processes to enable productive collaborations.
• Execution-driven project leader with robust prioritization skills, able to manage multiple complex initiatives in parallel while maintaining focus on outcomes.
• Creative and disciplined problem solver who thrives in ambiguity, applies structured approaches (e.g., A3 management), and develops practical solutions that unlock transformational growth.
• Resilient and intense operator who balances detail-oriented administrative discipline with the ability to drive strategic projects forward under pressure.
• Excels in a diverse, matrixed environment, building alignment across diverse stakeholders and functions.
• Demonstrates strong virtual presence and communication skills to build trust and engagement in remote settings
• Demonstrated executive presence and professional communication skills, with the ability to influence VPs, directors, subject matter experts, and end-users alike.
• Highly proficient in Microsoft Office (PowerBI, Excel, Word, PowerPoint).
• Travel up to 40% of the time, with flexibility to work across time zones and customer needs.

Benefits:

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.