Manager Clinical Customer Service

Job Description:

Responsibilities

• Lead and develop team of 7 Senior Associates across Clinical Customer Service, Logistics Vendor Management and Development Supply Chain Technologies.
• Define goals, manage performance, and support career development.
• Ensure appropriate staffing, cross-training, and succession planning.
• Foster a culture of accountability, compliance, and customer focus
• Drive adoption of new technologies and AI to increase team productivity and enhance performance
• Clinical Supply Chain Execution Oversight
• Ensure efficient and compliant execution of assigned clinical supply chain processes with patient-centric mindset
• Closely coordinate issue triage and workload prioritization with global peers
• Monitor KPIs and overall team performance and drive corrective actions and learning when needed
• Provide guidance on complex operational matters.
• Ensure adherence to GMP, GDP, and regulatory requirements.
• Performance & Process Management
• Ensure procedures are current, compliant and inspection-ready
• Drive root cause analysis and continuous improvement.
• Represent the team during audits and inspections.
• Cross-Functional & Global Collaboration
• Partner with Global Clinical Supply Chain, Clinical Study Teams, Quality, Finance, and DTI.
• Translate global priorities into actionable local plans.

Qualification & Experience

• Bachelor’s Degree and 8+ years of supply chain, logistics, planning, or operations experience