{"id":2753825,"url":"https://alion.io/job/clario-lead-customer-service-experience-manager","title":"Lead Customer Service Experience Manager","company":{"id":8692,"name":"Clario","domain":"clario.com","url":"https://alion.io/company/clario","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":91,"open_postings":10,"ghost_share":0,"stale_share":0.3,"repost_share":0.1,"time_to_fill_p50_days":27,"computed_at":"2026-11-04T06:34:25Z"}},"role":"HR","role_family":"HR","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":105000,"max_usd":193000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":95},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-15T00:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-11-04T20:24:46Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"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.\nWhat We Offer\nCompetitive compensation\nMedical, dental, and vision coverage\nRemote work options\nTuition reimbursement\nEmployee assistance and wellness programs\nLife and disability insurance\nThese benefits are localized for U.S.-based positions using the embedded approved repository.\nWhat You’ll Be Doing\nLead complex customer escalations from identification through resolution, establishing clear expectations with customers and internal stakeholders while maintaining strong customer relationships.\nAnalyze 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.\nDevelop and implement resolution strategies in partnership with Customer Care Management, monitoring outcomes and ensuring alignment with applicable budgets, guidelines, standard operating procedures, and policies.\nReview customer escalation and business analysis reports to prioritize risks, maintain visibility and momentum, and identify data-driven opportunities to improve departmental processes and workflows.\nPartner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates, to provide risk assessments, impact analyses, reports, and presentations to Customer Care Management.\nLead governance activities and special projects arising from escalation meetings and broader process-improvement initiatives.\nTrain, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers, provide technical leadership, and support the manager with team leadership responsibilities.\nWhat We Look Fo r\nBachelor’s degree in electronics, completion of technical school, or equivalent practical experience.\nAt least 5 years of experience in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related industry.\nAt least 5 years of experience with Clario, a part of Thermo Fisher Scientific processes and tools and within the Customer Care department.A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience.\nLEAN or ITIL certification and Agile certification.\nProficiency with Microsoft Office applications and related software.\nDemonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies.\nExcellent written and verbal communication skills in English, with the ability to communicate complex or technical information clearly and accurately to varied audiences; additional language proficiency is a plus.\nStrong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines.\nDemonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations.\nBased in the United States and able to work remotely.\nAt Clario, a part of Thermo Fisher Scientific, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work-and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.\nClario, a part of Thermo Fisher Scientific is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.\nEEO Statement\nClario is an equal opportunity employer. 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