Manager Customer Experience

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:
The Manager, Customer Experience – Encompass Third Party leads a team responsible for CapEx and Prepayment support while also driving the broader customer experience across Third Party products, suppliers, sourcing activities, digital channels, and purchasing processes.

This role serves as a key connection point between customers and internal teams, translating customer needs into effective sourcing, supplier, content, process, and technology solutions. The Manager partners closely with Sales, Sourcing, Finance, eCatalog, IT, Marketing, and Suppliers to resolve customer needs, enable new capabilities, and continuously improve the end-to-end Third Party purchasing experience..

Key Responsibilities

Team Leadership & CapEx/Prepayments

• Lead the team in managing CapEx and Prepayment requirements while maintaining ownership of the end-to-end Third Party customer experience, from quoting and order placement through order management and invoicing, including ensuring accurate promise dates and proactive communication throughout the customer journey.
• Establish priorities, service expectations, and performance measures to ensure timely and consistent execution.
• Provide oversight and escalation support for complex CapEx and Prepayment requirements.
• Improve visibility, standardize processes, and identify opportunities to reduce delays and customer impact.
• Build team capabilities and empower team members through coaching, training, and knowledge sharing.

Customer Experience

• Serve as a primary Customer Experience liaison, translating customer requirements, business strategies, opportunities, and pain points into actionable solutions.
• Coordinate across customers, commercial teams, Sourcing, suppliers, and internal partners to resolve issues and support customer onboarding and new requirements.
• Identify opportunities to simplify processes, reduce customer friction, and improve the overall Third Party purchasing experience.
• Support customer experience sourcing initiatives (including on demand Web Requests/WebReq), driving issues through resolution and addressing recurring process gaps.

Sourcing, Supplier & Digital Enablement

• Partner with Sourcing and Account Managers on customer requirements, strategic sourcing initiatives, RFPs, cross-reference requests, gap lists, and supplier onboarding.
• Coordinate supplier onboarding and enablement needed to support new products, capabilities, and customer programs.
• Support Third Party eCatalogs, fishersci.com, product content, platform integrations, and digital enhancements.
• Represent customer requirements in the development and implementation of new digital and technology capabilities.
• Support international, GTC, GVR, and other Third Party customer requirements as needed.

Operational Excellence & Cross-Functional Leadership

• Build strong partnerships across Third Party, Sales, Sourcing, Finance, Operations, Marketing, Digital/eCommerce, IT, Suppliers, and other stakeholders to ensure alignment and execution of critical initiatives.
• Establish scalable workflows, documentation, escalation paths, KPIs, and reporting across areas of responsibility.
• Prepare and present monthly updates to senior management on team performance, project progress, customer trends, and strategic initiatives.
• Use operational data and customer feedback to identify recurring issues and lead continuous improvement and automation initiatives that improve efficiency and customer experience.
• Communicate customer-impacting trends, risks, resource needs, and opportunities to Encompass Third Party leadership.

Qualifications

• Bachelor’s degree required; MBA preferred or equivalent work experience.
• 5–7 years of relevant professional experience, including customer-facing, operational, sourcing, supplier management, or related experience.
• Demonstrated people leadership, coaching, and team-development capabilities.
• Strong customer service orientation with experience supporting strategic customer accounts and complex customer requirements.
• Excellent interpersonal and communication skills, including collaboration, active listening, influencing, negotiation, and engagement with stakeholders at all levels.
• Strong customer presentation skills with experience developing and delivering customer-facing and leadership presentations.
• Strong problem-solving, analytical, project-management, and organizational skills with the ability to manage multiple high-priority initiatives.
• Ability to translate customer needs into operational, sourcing, process, and technical requirements and drive cross-functional solutions.
• Experience with sourcing, procurement, supplier management, order management, and/or related business processes; Capital Equipment and Prepayment experience preferred.
• Understanding of eCommerce, eCatalogs, product content, and/or purchasing platforms.
• Ability to train others on systems, processes, and best practices.
• Working knowledge of Word, Excel, PowerPoint, Mainframe, Cognos, and PowerBI.
• Demonstrates Thermo Fisher Scientific’s 4i Values: Integrity, Intensity, Innovation, and Involvement.

Measures of Success

Success will be demonstrated through strong team performance and development, reliable and efficient CapEx and Prepayment support, improved customer and stakeholder experience, successful sourcing and supplier enablement, effective execution of strategic initiatives, improved digital and content experiences, and measurable improvements in process efficiency and scalability.