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Location

Waltham, MA | United States

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Job description

For over 20 years, abcam has been providing tools the scientific community needs to enable faster breakthroughs in critical areas like cancer, neurological disorders, infectious diseases, and metabolic disorders.

We believe that to continue making progress, we need to work together in new ways. We need your own unique perspective as well as this of our people to make an always greater impact on the world. This community needs people like you: dedicated, agile and above all audacious so we can truly bring progress forward.

Job Description

Abcam Customer Mission Operations & Enablement has an aspirational strategy supporting a bold transformation agenda. A critical development in the organisation is the creation of regional customer service leaders operating seamlessly within in a global operation. The role will lead a group of managers and individual contributors to deliver Abcam’s world class customer service offering across multiple customer touchpoints: core customer service, order management, order processing and sales support. 

We are looking for leaders to inspire people and who rise to the challenge to solve problems. You’ll need a passion for continuous improvement, be a first-class communicator and enjoy developing your team to achieve outstanding performance.

Roles and Responsibilities:  

• Lead and build the customer-first mindset across our Americas business and global Customer Service team; including empathy, ownership and curiosity.
• Play a critical role in leading Abcam to think about our customer experience and our Customer Service teams as a differentiator and driver of growth.
• Lead your teams to deliver the global Customer Service, CMO&E and Abcam objectives and achieve key performance goals (e.g. tNPS / revenue / eNPS).
• Ensure key Customer Service KPIs are achieved both at individual and global team level (e.g. response rate, accuracy, resolution rate).
• Work as Regional (Americas) lead for Customer Service and in partnership with other regional team leaders, including Sales & Marketing, CMO&E, Finance and Supply Chain & Manufacturing.
• Represent Customer Service and the wider Mission Operations & Enablement team in the America region and the critically active office of the global operating company President. 

Qualifications

• Passionate about delivering outstanding Customer Service as part of a global team.
• Previous leadership experience in a global team, managing managers / multiple different discipline teams – total team size – 25-40 FTE.
• Inspirational people manager able to coach, mentor and transform the next generation of future leaders.
• Highly commercial; experience working as part of a revenue-focused team and using customer service activities to drive company revenue and margin growth.
• Team player mentality, willingness to take on tasks as needed.

Additional Information

We know that when it comes to benefits, no one size fits all. Flexibility and choice matter which is why in addition to market competitive salaries, we offer you a flexible benefits package which is tailored to your unique needs and support your financial, physical and emotional wellbeing. This includes 18 weeks fully paid maternity leave, 6 weeks fully paid paternity leave as well as highly flexible working and much more. Besides, your development will be integral to your experience here. You will grow alongside other talented minds, in ways you may often find unexpected.

When people come together, incredible things happen. Here you’ll work in a safe environment where you can be who you truly are. We’ll champion and celebrate your uniqueness throughout your journey with us. This is how we excel at partnering with the scientific community no matter the challenge, ultimately helping solve the world’s most critical diseases. Find out more about Diversity & Inclusion at abcam .

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Job tags

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Salary