{"id":414585,"url":"https://alion.io/job/repligen-senior-customer-operations-enablement-manager","title":"Senior Customer Operations Enablement Manager","company":{"id":8953,"name":"Repligen","domain":"repligen.com","url":"https://alion.io/company/repligen","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":92,"open_postings":6,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Sales","role_family":"Sales","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Breda, Netherlands","Waltham, United States"],"countries":["NL","US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":110000,"currency":"EUR","period":"year","gross":null,"usd_annual":126423},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-11T00:00:00Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-10-12T22:59:33Z","board_verified":true,"closed_at":null,"days_open":63,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":63},"description":"Senior Customer Operations Enablement Manager owns the design, delivery, and continuous improvement of global training and capability-development programs for Customer Service, serving as Repligen's subject matter expert for Order-to-Cash enablement. Working independently with minimal day-to-day oversight, this individual contributor role builds standardized training frameworks and certification programs, partners with IT and regional leaders to scale learning solutions, and drives measurable performance improvement across the global Customer Service organization.As our Senior Customer Operations Enablement Manager you will:\nDefine and execute the global training strategy for Customer Service, aligned to Repligen's CX and Order-to-Cash transformation roadmap, establishing a standardized training framework, competency standards, and certification programs across regions.\nDesign and deliver scalable learning solutions covering Order-to-Cash processes and systems, product and application knowledge, customer communication and escalation handling, and compliance and regulatory requirements, using a mix of digital, instructor-led, and on-the-job delivery methods.\nDrive measurable improvement in operational performance through targeted capability-building interventions, tying training outcomes to SLA adherence, productivity metrics, and order accuracy/OTIF alignment.\nOwn end-to-end governance of onboarding, refresher, and role-based training programs, ensuring consistency and adoption across the global Customer Service organization.\nPartner with regional Customer Service leaders to harmonize processes, tools, and training content, establishing a global knowledge management framework (SOPs, learning repositories).\nEmbed continuous improvement loops through voice of customer, employee feedback, and performance analytics, refining training content and delivery based on measured impact.\nPartner with IT/Digital teams to leverage learning technologies (LMS, AI-enabled coaching, knowledge tools), integrating training into system rollouts, process changes, and transformation initiatives.\nEnable structured career pathways through competency frameworks and certification programs aligned with Repligen's global career architecture.\nServe as a strategic partner to Customer Service, Commercial, and Supply Chain leadership, aligning training priorities with business needs, product launches, and regional requirements, and presenting progress, insights, and ROI to executive leadership.\nQualifications\nBachelor's degree preferred; 10+ years of experience in customer service, training, or capability development, preferably within life sciences, biotech, or regulated industries.\nProven experience designing and scaling global training programs.\nStrong understanding of Order-to-Cash processes, customer service operations, and supply chain dynamics.\nExperience working with ERP (SAP preferred), CRM (e.g., Salesforce), and LMS platforms.\nDemonstrated ability to translate business strategy into actionable, measurable training programs.\nStrong analytical skills, with experience linking training outcomes to business KPIs.\nExceptional stakeholder management and communication skills, with experience engaging senior leadership.\nDemonstrated ability to operate under limited supervision as a recognized subject matter expert, exercising sound judgment to guide complex, cross-functional assignments to resolution.\nWhat Repligen Offers\nOur mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated base salary range for this role, based in the Netherlands is €80,000- €110,000, the estimated base salary range for this role, based in the United States of America is $95,000-$150,000. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package.","description_format":"text","description_chars":4300,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"Netherlands","iso":"NL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Bioprocessing"],"lifecycle":[{"event":"open","at":"2026-09-06T02:46:55Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.697,"p_room":0.44,"age_days":62,"expected_fill_days":49,"reasons":["conf:3","velocity","win:tail","crowd:"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":126423,"is_top_pay":false},"html_url":"https://alion.io/job/repligen-senior-customer-operations-enablement-manager","json_url":"https://alion.io/job/repligen-senior-customer-operations-enablement-manager.json","meta":{"generated_at":"2026-10-13T01:07:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3785,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8953},"rest":"https://alion.io/mcp/rest/get_company?id=8953"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frepligen-senior-customer-operations-enablement-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frepligen-senior-customer-operations-enablement-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frepligen-senior-customer-operations-enablement-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/repligen-senior-customer-operations-enablement-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frepligen-senior-customer-operations-enablement-manager"}]}