Global Contact Center Operations Lead Customer Service Excellence

The Role

Moderna is seeking a dynamic and experienced Global Contact Center Operations Lead Customer Service Excellence will support the Global Contact Center across Modernas US and international markets. This role is crucial in establishing robust practices for handling general and commercial inquiries, aiming to enhance customer interactions. The primary objective is to build foundational customer service practices and ensure digital efficiency across our global markets.

At Moderna, we are driven by our core valuesbold, collaborative, curious, and relentless. These values fuel our innovation and enable us to deliver life-saving vaccines and therapeutics to patients globally.

Heres What Youll Do

• Manage daily operations and support the Global Contact Center vendor, focusing on general and commercial inquiries to prioritize operational efficiency and customer satisfaction.

• Oversee general and commercial customer service processes to enhance responsiveness and engagement with customers, ensuring service levels for commercial and general inquiry handling are met or exceeded.

• Provide oversight of all aspects of the order fulfillment process for Commercial customers globally submitted via the Global Contact Center, including 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 the primary escalation point for the Global Contact Center vendor and other internal stakeholders regarding general and commercial inquiries.

• Manage vendor handling of customer inquiries and provide guidance and coaching when communicating with cross-functional internal or external stakeholders.

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

• Strategize and support processes and procedures related to product orders via the Global Contact Center in collaboration with Moderna Commercial teams.

• Partner closely with global commercial market leads to build a global template for Global Contact Center customer service model.

• Collaborate with Finance, Human Resources, Security, Legal, and Communications/Media, or other core company functions to build a scalable customer service model that leverages digital tools.

• Work with Supply Chain to devise a unified customer service model with key operational workflows to provide seamless customer interactions regarding product supply, on-time delivery, product quality, and any order issues pre- or post-delivery.

• Ensure Global Contact Center agents receive adequate information regarding the local market strategy and are adequately trained on commercial and general content required to support the markets customers.

Heres What Youll Need (Minimum Qualifications)

• Bachelors degree in Business Administration, Communications, or a related field.

• 7+ years of job-related experience in Call Center/Contact Center or Customer Operations with increasing responsibility

• Experience managing vendor relationships and performance in a contact center environment

• Proven ability to handle escalations and complex customer service issues

Heres What Youll Bring to the Table (Preferred Qualifications)

• 5+ years of experience working in order-to-cash or other service functions supporting product purchasing, recurring revenue model, and post order support for various customer archetypes (i.e. Wholesalers, 3PLs, B2B)

• Experience working in case management and enterprise resource planning (ERP) systems

• Demonstrated ability to execute dynamic range of responsibilities and engagement with all levels of personnel

• Experience in Biotech or Pharma preferred

• Experience partnering with business stakeholders across geographies and functions

• Excellent organizational skills and ability to manage multiple projects in a fast-paced environment

• Outstanding organized verbal and written communication skills

• A digital first mindset and drive for continuous learning and improvement

• Ability to effectively collaborate in a dynamic, global and cross-functional environment

• Advanced problem-solving skills to address complex and multi-faceted business problems and ensure follow-through to resolution

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

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

• Highly competitive and inclusive medical, dental and vision coverage options
• Flexible Spending Accounts for medical expenses and dependent care expenses
• Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
• Family care benefits, including subsidized back-up care options and on-demand tutoring
• Free premium access to fitness, nutrition, and mindfulness classes
• Exclusive preferred pricing on Peloton fitness equipment
• Adoption and family-planning benefits
• Dedicated care coordination support for our LGBTQ+ community
• Generous paid time off, including:
  Vacation, sick time and holidays
  Volunteer time to participate within your community
  Discretionary year-end shutdown
  Paid sabbatical after 5 years; every 3 years thereafter
• Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
• 401k match and Financial Planning tools
• Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
• Complimentary concierge service including home services research, travel booking, and entertainment requests
• Free parking or subsidized commuter passes
• Location-specific perks and extras!

About Moderna

Since our founding in 2010, we have aspired to build the leading mRNA technology platform, theinfrastructure 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 peopleare 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.

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.

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

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

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 proud to be an equal opportunity workplace and is an affirmative action employer.

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

Belonging, Inclusion, and Diversity are critical to the success of our company and our impact on society. Were focused on attracting, retaining, developing, and advancing our employees and believe that by cultivating diverse experiences, backgrounds, and ideas, we can provide an environment where every employee is able to 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. (EEO/AAP Employer)

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