Sr. Manager, Global Contact Center Operations, Commercial Customer Service Excellence

The Role
The Sr. Manager Global Contact Center Operations Customer Service & Experience will assist in supporting the Global Contact Center Customer Service functions with a focus on daily operations and optimizing the customer experience across US and international markets. This role is essential for maintaining high standards of customer service while contributing to the development and implementation of operational procedures that enhance customer interactions globally.

Heres What Youll Do

• Support daily operations and collaborate with the Global Contact Center vendor focusing on general and commercial inquiries to prioritize operational efficiency and customer satisfaction.

• Assist in managing customer service processes ensuring that responsiveness and engagement in commercial and general inquiries meet or exceed established service levels.

• Provide operational support to all aspects of the order fulfillment process for Commercial customers globally; support includes but is not limited to order entry order tracking shipping confirmations and resolving customer service issues in collaboration with local commercial supply chain logistics and external 4PL/3PL teams.

• Act as a key escalation point for the Global Contact Center vendors and internal stakeholders regarding general and commercial inquiries.

• Engage directly with customers to resolve escalated inquiries/issues.

• Collaborate with Global Contact Center leadership to execute a cohesive operating model with robust processes and procedures to support all inquiry types across commercial medical clinical and patient/caregiver support.

• Work with Moderna Global Commercial teams to define and support processes and procedures related to product orders order to cash and logistics management to service variable Moderna customer types B2B Wholesalers and Direct.

• Partner with global commercial market leads to customize the Global Contact Centers service model to meet specific market needs.

• Collaborate with internal departments such as Finance HR Legal and Corporate Affairs to ensure the customer service model is scalable and leverages digital tools effectively.

• Work with Supply Chain teams to integrate customer service workflows with key operational processes ensuring seamless customer interactions concerning product supply and delivery.

• Ensure that Global Contact Center agents are well-informed and adequately trained on market-specific strategies and content to effectively support customers.

Heres What Youll Need (Minimum Qualifications)

• Bachelors degree in a relevant field (e.g. Business Administration Operations Management or a related discipline).

• 4 years of experience in Call Center/Contact Center or Customer Operations with increasing levels of responsibility.

Heres What Youll Bring to the Table (Preferred Qualifications)

• Experience in the Biotech or Pharma industry is preferred with a solid understanding of industry-specific customer operations.

• 2 years of experience in order-to-cash or other service functions supporting product purchasing recurring revenue models and post-order support for various customer archetypes (e.g. Wholesalers 3PLs B2B).

• Experience with case management and enterprise resource planning (ERP) systems to enhance operational efficiency.

• Proven ability to manage multiple projects in a fast-paced environment demonstrating excellent organizational skills.

• Exceptional verbal and written communication skills to effectively convey complex information.

• A digital first mindset with a commitment to continuous learning and leveraging digital tools.

• Strong collaborative and problem-solving skills with the ability to navigate complex cross-functional environments and address multifaceted business challenges.

• A desire to be part of a high-growth transformational company that is Bold Relentless Curious and Collaborative.

At Moderna we believe that when you feel your best you can do your best work. Thats why our US benefits and global well-being resources are designed to support youat work at home and everywhere in between.

• Best-in-class healthcare coverage plus a suite of voluntary benefit programs to support your unique needs
• A holistic approach to well-being with access to fitness mindfulness and mental health support
• Lifestyle Spending Accounts to personalize your well-being journey
• Family planning and adoption benefits
• Generous paid time off including vacation volunteer days sabbatical global recharge days and a discretionary year-end shutdown
• Savings and investment opportunities
• Location-specific perks and extras

About Moderna

Since our founding in 2010 we have aspired to build the leading mRNA technology platform the infrastructure to reimagine how medicines are created and delivered and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world.

By living our mission values and mindsets every day our people are the driving force behind our scientific progress and our culture. Together we are creating a culture of belonging and building an organization that cares deeply for our patients our employees the environment and our communities.

We are proud to have been recognized as a Science Magazine Top Biopharma Employer a Fast Company Best Workplace for Innovators and a Great Place to Work in the U.S.

If you want to make a difference and join a team that is changing the future of medicine we invite you to visit to learn more about our current opportunities.

Our Working Model

As we build our company we have always believed an in-person culture is critical to our success. Moderna champions the significant benefits of in-office collaboration by embracing a 70/30 work model. This 70% in-office structure helps to foster a culture rich in innovation teamwork and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn contribute and make a meaningful impact.

Moderna is a smoke-free alcohol-free and drug-free work environment.

Equal Opportunities

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a persons race color sex gender identity or expression age religion national origin ancestry or citizenship ethnicity disability military or protected veteran status genetic information sexual orientation marital or familial status or any other personal characteristic protected under applicable is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day please apply!

Moderna is an E-Verify Employer in the United States. We consider qualified applicants regardless of criminal histories consistent with legal requirements.

Accommodations

Were focused on attracting retaining developing and advancing our employees. By cultivating a workplace that values diverse experiences backgrounds and ideas we create an environment where every employee can contribute their best.

Moderna is committed to offering reasonable accommodations to qualified job applicants with disabilities. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations team at .