Program Manager, Customer Site Manager

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

The Program Manager, Customer Site Manager serves as the primary point of contact for Unity™ Lab Services at a customer account with multiple U.S. locations. This role oversees on-site personnel and daily service delivery across the customer’s facilities, ensuring that the services and performance metrics defined in the contract are consistently met.

The Program Manager leads and develops the on-site team, works closely with customer management and Thermo Fisher Scientific’s sales team, and serves as a liaison between the customer and Thermo Fisher Scientific. The role also identifies opportunities to improve processes, strengthen service performance, and demonstrate measurable value to the customer.

Responsibilities

Team Leadership and Development

• Lead a cross-functional, matrixed team of on-site service specialists supporting key customer locations.
• Participate in candidate selection, onboarding, training, performance evaluation, and corrective action.
• Coach and develop employees; identify training needs, arrange development opportunities, and support cross-training, career growth, and succession planning.
• Promote a positive, collaborative work environment grounded in open communication and Thermo Fisher Scientific’s values of Integrity, Intensity, Innovation, and Involvement.
• Manage team performance, productivity, attendance, and workload priorities.

Customer and Service Delivery

• Ensure delivery of the contracted scope of services across all supported locations.
• Build strong working relationships with customer management and Thermo Fisher Scientific’s sales team, serving as the primary liaison between the organizations.
• Reinforce a customer-focused approach and respond constructively to customer concerns.
• Lead customer performance reviews, including scorecard reviews, talent assessments, resolution of service variances, and communication of customer metrics across the organization.
• Participate in quarterly business reviews at customer sites and help ensure the customer receives measurable value from the services provided.

Operations and Continuous Improvement

• Oversee day-to-day service operations across multiple facilities and maintain consistent processes and service levels.
• Identify operational issues, service gaps, and opportunities for greater efficiency; develop and implement action plans and process improvements.
• Develop, maintain, and administer standard operating procedures and work processes that support department and customer objectives.
• Manage supply chain and inventory control functions across multiple locations.
• Conduct site audits and annual physical inventories.

Metrics and Business Support

• Collect and analyze data to quantify customer value and support service reporting.
• Develop performance indicators, track trends, and implement standard processes to improve service outcomes.
• Report business and customer metrics, identify new opportunities, and support the sales team and customer with service, savings, and improvement initiatives.
• Perform other duties as assigned.

Minimum Qualifications

• Bachelor’s degree plus 4 or more years of related experience.
• 3-5 five years of supervisory or management experience, including people management.
• Strong leadership skills, with the ability to coach, influence, and motivate a large team and work effectively with employees, customer stakeholders, and peers.
• Excellent customer service and relationship-building skills.
• Strong verbal and written communication skills, including experience writing standard operating procedures and work instructions and delivering presentations.
• Strong analytical and critical-thinking skills, with the ability to evaluate information, make timely decisions, and adapt in a fast-paced, changing environment.
• Excellent organizational skills and the ability to manage multiple issues and prioritize staff workloads.
• Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint.
• Ability to provide constructive feedback, address customer concerns, and manage performance issues.
• Education or experience in a laboratory setting, with an understanding of laboratory customer requirements. Experience in a GLP or GMP environment is preferred.

Working Conditions

• Primarily supports customer locations in a hybrid work arrangement.
• Must be able to work the hours needed to fulfill the responsibilities of the role.
• May enter areas where chemical-based allergens, such as penicillin or tetracycline, are in use.
• Must have the motor skills required to perform job duties.
• Must be able to lift, push, and pull 30–40 pounds regularly and may be required to lift up to 50 pounds.
• May use material-handling equipment, including push carts and pallet jacks.
• Personal protective equipment may be required depending on the work area, including lab coats, coveralls, hoods, facemasks, hairnets, and safety gloves.

Equal Opportunity Employer

Thermo Fisher Scientific is an Equal Employment Opportunity and Affirmative Action Employer. The company does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.

Compensation and Benefits

The salary range estimated for this position based in Massachusetts is $94,500.00–$141,750.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards