Job Description

　　Strategic Operations Manager

　　How will you make an impact?

　　As a Senior Manager, Program Management you will be accountable for leading and facilitating (where other team members are involved) operational aspects of an assigned Global Asset Management Services (AMS) Account. The person in this role will lead assigned operational resources in supporting the asset management needs of the account and will be responsible for supporting strategic framework planning, operational design, organizational change, customer liaison and account operational/financial performance. You will report to the AMS Director for Key Accounts and will operate in an intercultural, diverse, matrix environment to help us make a positive impact on the business and our customers.

　　Accountable for all aspects of Service delivery

　　Develops and maintains positive and professional working relationships with clients, service vendors and Thermo Fisher staff. Leads and owns problem resolution process being the escalation point for the customer and employees.

　　Manage relationships with customers, sales, operations, finance, service solutions etc. to resolve customer/Thermo Fisher issues or concerns in a timely manner. Ensure the highest possible customer satisfaction within assigned Account(s) and associated personnel.

　　Provide business review reports of the program to the customer in an approved format and professional manner. Interact on a regular basis with customer regarding program operation, goals and successes, and instill customer confidence in our program.

　　Facilitate and lead discussions with partners or service providers to look after complaints, improvement/change activities for the assigned accounts. Be responsible for the account and lead others as required. Regularly collaborates with AMS Management regarding Account Services operations, goals and reporting structure.

　　Responsible together with other operations managers to ensure the best possible customer services to dedicated Account. In case of customer partner concern, working together with team members and ensuring customer kept updated and working towards resolution.

　　Closely supervise and ensure successful program implementations for new projects within assigned Account(s) in close collaboration with the Implementation team.

　　Lead all client and internal reporting related requirements and to build relevant metrics –financial metrics to be reviewed by assigned finance team members.

　　Strategic Operations Management

　　Accountable for organizational change and communication for any and all operational changes and efficiency improvements. Lead all operational planning, strategy, execution, and day to day operation at assigned accounts.

　　Lead or Assist at Quarterly Business Reviews (QBRs) and other such meetings with customers or Thermo Fisher leadership. Collaborate with all customer teams driving customer satisfaction as well as business continuity.

　　Lead and assist in vendor negotiations as well as establish partner relationships with our service providers.

　　Identify inefficient processes and design, develop or provide alternatives in partnership with AMS leadership.

　　Team Management and Leadership

　　Accountable for ensuring the smooth and effective operation for accounts assigned to direct report(s). Manage assigned account managers/site specialists on a day-to-day basis. Ensure effective mentoring and development of direct reports.

　　Support the Enterprise Service leadership team as the need arises and work on assigned projects and tasks as assigned.

　　Coach Service & Site Managers in all aspects of the Asset Management Services business.

　　As required, assist in the training of Thermo Fisher Asset Management site staff.

　　Lead/participate in Process improvement project teams as identified to improve business performance and efficiencies.

　　Revenue and Profitability

　　Responsible for account retention, growth, and profitability along with account leadership. Must be able to identify opportunities and implement procedures to drive down program costs while adhering to budgets both Client and Thermo Fisher.

　　Assist with financial analysis and financial recommendations of assigned accounts and relevant reports to line manager and others.

　　Maintain a standardized method to identify site savings that are a result of account activities, including research or negotiations.

　　Ensure adherence to all contractual obligations.

　　Education

　　Bachelor's Degree in science / business, or equivalent.Knowledge, Skills, Abilities

　　Experience in one or more of the following areas: Pharma, Biotech, Medical and/or Chemical Laboratories, Healthcare, Facilities operations exposed to ISO Standards and or CFR regulations. Field service experience (technical) or strong service knowledge.

　　Six Sigma and /or Project Management Certification is a plus as well as experiences in ISO certification processes.

　　Strong process orientation and profound experiences to drive change processes successfully.

　　Proven financial understanding –able to read and to reference recommendations to a customer balance sheet.

　　Proficiency with PC skills including Microsoft Office applications. Specifically good understanding of Excel and PowerPoint and asset management ERP system(s)

　　Valid Driver’s License.

　　Ability to travel to customer sites in North America and Global locations as needed. 50%+ travel depending on home location.

　　EEO/reasonable accommodation:

　　Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

　　Compensation and Benefits

　　The salary range estimated for this position based in California is –.

　　This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

　　A choice of national medical and dental plans, and a national vision plan, including health incentive programs

　　Employee assistance and family support programs, including commuter benefits and tuition reimbursement

　　At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

　　Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

　　Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

　　For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

　　Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.