JOB TITLE:
Sr.Manager, CARE Center (Customer Assurance and Resource Center) Operations
ABOUT US:
Cold Chain Technologies is a leading global provider of advanced thermal packaging assurance products, digital solutions and services for the transport of temperature-sensitive material, principally serving the pharmaceutical, biotech, diagnostics, health care and medical device industries. With more than 50 years of experience in ensuring product safety in transit, CCT has built a reputation as the industry's most innovative and reliable provider to the largest global life sciences companies and has had a history of vigorous growth. CCT today has the broadest portfolio of products, including the largest digitally enabled parcel shipper fleet in the industry. CCT also leads the industry in offering high performing, sustainable solutions, replacing fossil fuel-based materials.
The company’s headquarters is in Franklin, MA, and is ISO 9001: 2015 registered. CCT has additional facilities in Nashville, TN, Center Valley PA, Elgin, IL, Dallas TX, and San Diego, CA. CCT is also manufacturing and distributing products in Europe, Latin America and Asia, with significant growth coming through international expansion. CCT’s design and ISTA-certified testing laboratories are universally recognized throughout the industry as world-class.
JOB DESCRIPTION
Working closely with Commercial, Supply Chain, Logistics, and Digital teams, the Sr. Manager, CARE Center Operations ensures that operational excellence and exceptional customer experience are delivered by the Control Tower services supporting CCT’s Advanced Solutions business. This position is responsible for managing the design, development, implementation, and day-to-day operations of the program.
Responsibilities:
- Deploy/Enhance Control Tower and related services (CARE center) from design to go-live and partner with cross functional stakeholders to maintain the application.
- Responsible for onboarding of new customers to CARE center services and project management of related activities. Ensure seamless customer onboarding and transition of day-to-day relationship to Sr. Manager, Customer Excellence and Analytics.
- Oversee performance of CARE Center application and related KPIs.
- Guide and oversee the cross-functional Control Tower team on issue resolution and act as an escalation point for unresolved technical and operational problems with the customer.
- Manage the Control Tower team ensuring compliance with CCT values and policies.
- Identify resource needs and support the recruitment and onboarding process for new hires.
- Ensure the implementation of company and quality policies, and the management of documentation within the Control Tower scope.
- Establish and manage a strong relationship with operational counterparts on the customer side.
- Join commercial calls to customer/vendor; review processes, build rapport, strengthen business relationship and support business opportunities.
- Assess the current state of processes and systems including material and information flow across all supply chain touchpoints, evaluate and propose optimizations that meet business/customer needs including notifications, alerts, dashboards etc.
- Partnering with IT, Supply Chain, Commercial, as well as leaders at 3PL and Customer sites design/enhance future state Control Tower solutions while optimizing cost, delivering exceptional customer experiences and driving continuous improvement.
- Adhere to company policies, procedures and business ethics codes and ensure they are communicated and implemented within the team.
- Other duties and responsibilities as assigned.
Qualifications and Requirements:
- BS/BA, MBA with a focus on Supply Chain, Transportation, or a comparable field highly preferred or equivalent level of experience. Life Sciences industry background preferred.
- Minimum 5+ years of experience in designing, deploying and managing Control Tower Operations.
- Minimum 5 years of experience in managing a team.
- PMP Certification preferred.
- In-depth logistics/forwarding experience in Life Science, Pharma, Healthcare, Medical Device industry sectors.
- Experience in designing future state Customer Experience processes and leveraging digital transformation to bring them to life.
- Experience leading product development changes in control tower applications.
- Experience developing supply chain, logistics, and customer experience analytics.
- Experience leading technical innovation to drive automation.
- Experience defining and developing KPI’s and dashboards to track success throughout the program.
· Good understanding of various systems and integrations including ERP, WMS, data warehouse and IoT. Identify system interfaces, data structures, data flow and design an overall architecture.
- ML/AI experience to help design a self-learning system that can scale rapidly.
- Advanced knowledge of computers and Microsoft Products (MS Word, EXCEL, etc.).
- Excellent organization, analytical, written, and oral communications skills.
Behavioral Requirements:
- Proven ability to work in a fast-paced, entrepreneurial environment.
- Focus on results and find ways to motivate team members to achieve elevated levels of performance.
- Interact effectively with all levels and functions to foster a positive and effective work environment.
- Strive to develop skills and knowledge and to collaborate with peers to promote a lean and continuous improvement culture.
- Maintain a positive attitude and remain flexible in seeking results.
Other Requirements (License, Permit, Certification, Travel, Physical etc.):
- ·Available for occasional travel
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Education:
Experience:
- Supply chain: 5 years (Required)
- Control Tower Deployment: 5 years (Preferred)
- Managing a Team: 5 years (Required)
- Microsoft Office: 5 years (Required)
License/Certification:
Work Location: Hybrid remote in Franklin, MA 02038