Lead Customer Service Experience Manager

Join Clario , a part of Thermo Fisher Scientific as a Lead Customer Service Experience Manager, serving as a key connection between Customer Care, our customers, and internal stakeholders. You’ll lead complex customer escalations, align expectations with department objectives, and use data, cross-functional expertise, and proven resolution strategies to strengthen customer relationships and continuously improve the customer experience. What We Offer Competitive compensation Medical, dental, and vision coverage Remote work options Tuition reimbursement Employee assistance and wellness programs Life and disability insurance These benefits are localized for U.S.-based positions using the embedded approved repository. What You’ll Be Doing Lead complex customer escalations from identification through resolution, establishing clear expectations with customers and internal stakeholders while maintaining strong customer relationships. Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations that improve Customer Care processes, quality, and customer satisfaction. Develop and implement resolution strategies in partnership with Customer Care Management, monitoring outcomes and ensuring alignment with applicable budgets, guidelines, standard operating procedures, and policies. Review customer escalation and business analysis reports to prioritize risks, maintain visibility and momentum, and identify da