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Customer Service Operations Project Manager

Location: Durham, United States
Position Type: Unfixed Term
Job Function: Customer Service

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.

Primary Purpose and Overall Objective of the Job:

Ensure execution and delivery of project objectives in adherence with the Customer Service Organization, through management of all project dimensions: Scope, Time, Cost, Quality, Performance.

Ensure execution and delivery of project objectives in adherence with the Customer Service Organization, through management of all project dimensions: Scope, Time, Cost, Quality, Performance. Lead business impactful projects to achieve quality and efficiency goals. Coordinate with cross functional leaders/stakeholders to drive project implementation and provide executive summaries to Senior Leadership. Drives successful delivery of complex implementation projects (I,E., Business process improvement, product quality enhancements and product software deployments) on time and within budget, resulting in cost savings and gained efficiencies within the Customer Service Organization. 

 

Main Accountabilities:  

  • Leverage Project Management tools and critical thinking skills to develop strategy, timelines, and implementation plans
  • Drive the assessment of current business projects and workflows to develop proposals for process improvement to Senior Leadership
  • Define project objectives, requirements, and assumptions necessary to structure a project or activity.
  • Drive the process to Identify, prioritize, and proactively monitor changes that may affect the project.
  • Manage projects within established scope, schedule, and budget while meeting and exceeding project management standards.
  • Identify and implement change management in response to business drivers
  • Set routine meetings with leaders to understand new projects that should fall in scope for oversight
  • Monitor future global projects that may impact the Customer Service Organization and forecast local impacts to ongoing projects

 

Studies-Experience:

  • Bachelor’s Degree in Project Management, science/ business related field, or equivalent work experience
  • Project Management certification is preferred or a minimum of 3-5 years previous experience managing projects
  • Experience with Salesforce or similar CRM tools preferred
     

Skills and Qualifications:

  • Must be able to work independently, effectively multitask to meet deadlines and competing priorities in a fast-paced environment.
  • Project management software tools (such as JIRA, Asana, Microsoft Project, Clarizen)
  • Project management software tools
  • Proficient in Windows OS, MS Office programs.
  • Exhibit good interpersonal and diplomacy skills, excellent verbal, and written capabilities through previous experiences such as teaching, sales, or management.
  • Exhibit good decision-making ability, including problem resolution.
  • Employs the expertise of others and provides expertise in a team environment
  • Experience in following, maintaining, and improving the implementation methodology

 

 

Scope and Resources Accountability, Typical Performance Indicators:

  • Scope and Resources Accountability: Provide direct support to the CSO organization..
  • Financial Indicators (revenue, budget, etc.): Departmental OPEX and Revenue generation.
  • Key Performance Indicators (KPIs) - Customer satisfaction, knowledge base activity, revenue activities and CSO first call resolution.
  • Key Contacts (internal / external) and Interfaces: Customers; Sales and Marketing; Research and Development; Global Customer Service; Quality Assurance and Regulatory Affairs; Manufacturing Operations; Logistics; Purchasing; Finance; Legal ; IS

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).

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