Job Description

Sr. Manager, Global Contact Center Operations Customer Service & Experience

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.

Here's What You'll 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 Center's 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.

Here's What You'll Need (Minimum Qualifications):

• Bachelor's 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.

Here's What You'll 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. That's 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.

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 person's 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 law. Moderna 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

We're 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 leavesandaccommodations@modernatx.com.

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