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AMS Customer Care Enablement Program Manager

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AMS Customer Care Enablement Program Manager

  • 2022-29012
  • Hercules, California, United States

Bio-Rad advances scientific discoveries that improve health care and advance the quality of human life. By providing life science and diagnostic products, services, consumables and reagents, Bio-Rad enables customers to gain the answers they require to improve the human condition.


As an Americas Customer Care Program Manager, we are looking for that unique individual that has a mixture of life science and/ or diagnostic knowledge, program management and customer service experience and to drive key organizational impactful programs.


In this new role you will be responsible for working closely with Bio Rad's Global Field Service, Customer Technical Support and Customer Service teams to design key strategies for Americas Customer Care Programs including: improved regional dispatching, driving remote connectivity, streamlining process and implementing digital tools with Customer Service.  In your role you will work closely with these organization to understand current operations, design new state-of-the-art improvements via new process, tools or systems updates and then work across the organizations to implement.  You will have a significant impact on how the Americas Customer Care teams perform there day-to-day and you will drive real, impactful change.


  • As the Americas Customer Care Program Manager, you will be responsible for the below activities:
  • Design Business Cases for key strategic programs that include current state assessments, future state needs, funding requirements, timelines and change management plans.
  • Work across the Americas Customer Care teams including Field Service, Customer Technical Service and Customer Service to develop a key understanding of day-to-day activities and processes to understand current state operations and challenges.
  • Identify and design future state requirements for key programs including: new processes, tools or systems that will help drive Customer Care profitability and efficiency.
  • Create clear Program Plans with required deadlines and actions, utilizing Smartsheets.
  • Develop Change Management and Program Plans to implement key future requirements, enable cross function adoption of key programs and ensure ongoing improved customer satisfaction.
  • Lead a Core Team responsible for implementing critical projects associated with the overall program.
  • Be a voice of the organization to the Americas Customer Care staff for current operations and team requirements.
  • Provide program updates to senior leaders including: Senior VP Americas Commercial, Senior Director Americas Customer Care, Divisional Leaders and others.
  • Lead Kaizens and Value Stream Mapping to understand root causes and future state requirements.
  • Use key Problem-Solving Processes to identify gaps in current service delivery methods.
  • Perform in-depth analysis of data and KPIs to define and deliver program success.    


  • Bachelors or master’s degree in a Science Related field.
  • Minimum 7+ years proven program management experience.
  • Minimum 5+ years in a Field Service, Customer Technical Service or Customer Service position.
  • Lean / Six-Sigma / or Problem-Solving Process skills and experience required.
  • Deep Life Science and/or Diagnostic product and industry knowledge.
  • Experience managing complex, high-level and large impact programs.
  • Ability to present to senior executives and provide clear and concise updates.
  • Ability to develop program strategies and work cross functionally to implement.
  • Enjoys leading complex and cross functional programs that have a large impact.
  • Experience managing teams through change management and gathering alignment.
  • Strong experience working with internal and external customers to understand current and future requirements. Ability to partner and identify pain points and design possible resolutions.
  • Takes an open-minded approach to current state assessments to identify best future state models.
  • Ability to take feedback and develop key solutions that will create value and improve efficiency.
  • Displays strong ability to problem solve and generate buy-in to solutions.
  • Can develop relationships with commercial and service leaders at Director levels.
  • Possesses a strong track record of collaboration and innovation.
  • Strong verbal and written communication skills across a global audience.
  • Must exhibit critical thinking, teamwork, creativity, planning, organization, and flexibility. 


Vaccination Requirement:


Due to the higher threat of more infectious and deadly COVID-19 variant strains emerging, Bio-Rad has a mandatory vaccination policy requiring its US employees to be fully vaccinated against COVID-19 as a condition of employment. New hires will be asked to upload their vaccination card into our electronic database hosted by ClearPass, who specializes in securing electronic medical information, within 3 days of their start date. With this policy, Bio-Rad joins a growing list of companies that are prioritizing sound science and available facts to best ensure the ongoing safety of its employees and the community.


About Bio-Rad:


Bio-Rad is a global leader providing a broad array of clinical diagnostics and life science research products. With a team of more than 8,000 employees and a global network of operations serving our customers, we help people live longer, healthier lives.


Bio-Rad was founded over six decades ago and has continued to provide the healthcare industry with innovative and useful products that help life science researchers accelerate the discovery process and medical diagnostic labs obtain faster, better results.


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Agency Non-Solicitation: 


Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

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