Senior Manager, Customer Service
manulife
Senior Manager, Customer Service
thermofisher· 3-102-573622-37 Fisher Scientific Costa Rica Sociedad de Responsabilidad Limitada
About this role
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
As a Customer Care Sr Manager, you will be part of a multi-cultural team and enjoy working in an international setting. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the business.
You will work closely with the wider business organization as well with the commercial teams to ensure a great and consistent customer experience for our customers. You will be also responsible for managing team leaders and customer care team members to ensure that they are clear on roles, responsibilities and priorities, and that they deliver to mutually agreed goals to the highest performance standards.
MAJOR AREAS OF RESPONSIBILITY:
Motivation and development of the customer care team.
Day to day management of a complex customer care organization and relevant processes.
Recruit, direct, coach, inspire team leads and team members of the customer care team in the new centre to achieve and support the vision and mission.
Set clear goals for employees to ensure prioritization of work.
Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement.
Track and improve on Key Performance indicators - in particular the role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher.
Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth of the business.
Manage key points of contact for identified strategic accounts.
Manage relevant SLA’s with key stakeholders within the business.
Participate as part of a Thermo Fisher Customer Care team to drive strategy and actions to underpin goals and targets.
Responsibility for day to day managing of operational budgets.
Foster an environment of continuous improvement within the Customer Care team.
REQUIRED EDUCATION/EXPERIENCE:
5-8 years experience of managing people and leading in a customer care environment or equivalent.
Bachelor’s or master’s degree from college or university.
Fluency of the English Language both written and verbal.
Strong understanding of service and customer care processes and matrix organization.
Strong communication and relationship building skills.
Ability to plan work and work with a high degree of autonomy.
Strong cross-functional collaborator and ‘One Team’ thinker.
Proven track record of influencing at senior levels and coaching experience.
Strong interpersonal and organizational skills.
Proven track record of operational management of customer care teams
Risk averse and Agile attitude
Experience of managing budgets.
Ability to inspire and empower, mentor and coach.
Experience of developing and implementing best practices.
Experience in stakeholder management.
Experience with Process adherence and KPI management & tracking
Frequently Asked Questions
Is the salary disclosed for the Senior Manager, Customer Service position at thermofisher?
The salary for this Senior Manager, Customer Service role at thermofisher is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Manager, Customer Service position at thermofisher located?
This Senior Manager, Customer Service role at thermofisher is based in Lagunilla, Costa Rica. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Manager, Customer Service role at thermofisher full-time or part-time?
This is listed as a Full time position. It is posted as a Senior Manager, Customer Service role in the 3-102-573622-37 Fisher Scientific Costa Rica Sociedad de Responsabilidad Limitada department at thermofisher.
Which team or department does the Senior Manager, Customer Service at thermofisher belong to?
This Senior Manager, Customer Service position is part of the 3-102-573622-37 Fisher Scientific Costa Rica Sociedad de Responsabilidad Limitada department at thermofisher. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Manager, Customer Service position at thermofisher?
Click the "Apply Now" button on this page. You will be redirected to thermofisher's official application portal hosted on workday where you can submit your application directly.
When was the Senior Manager, Customer Service job at thermofisher posted?
This Senior Manager, Customer Service position at thermofisher was posted on Sep 17, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Manager, Customer Service
thermofisher
You'll be redirected to thermofisher's official application page on Workday.