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Director, Customer Experience

Job Details

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Job Ref:
2087529
Location:
1001 Pawtucket Blvd, Lowell, MA
Category:
Customer Service
Employment Type:
Full Time

Winning the race to bring new healthcare products safely to market drives Rapid Micro Biosystems (RMB) to combine today’s innovative technologies as never before. Your career at RMB puts you at the center of diverse global teams that span robotics, AI, Machine Learning, imaging, microbiology, and more, re-shaping how urgently needed pharmaceuticals are made, tested, and released for decades to come. The sky’s the limit.  

Careers at RMB are fast-moving, with the high growth you’d expect from a world leader in microbiology automation. Advancement at RMB affords an opportunity to achieve your personal goals and develop your passions, in an inclusive environment where every employee has the resources and opportunities to hone their skills. You’ll do more, learn more, and can make a profound impact on our business.  

The Director of Customer Experience (CX) is a new and significant leadership position within Rapid Micro Biosystems. This leader is responsible for developing key (CX) strategies and delivering program execution, focusing on enhancing and transforming the customer experience.

The Director of Customer Experience will develop a deep understanding of working with RMB and our products from a customer’s perspective.  This individual will lead diverse improvement activities across the enterprise and collaborate closely with the broader Commercial, Manufacturing, Service, Engineering, Supply Chain, R&D, HR and Quality teams.  In this role, you will be the Customer Advocacy Champion, leading RMB’s internal initiatives to support and improve the customer experience through the alignment of resources (R&D, Sales, Service and Marketing) , as well as our customer to insure a positive experience.

The incumbent will require the wherewithal to engage successfully with the field teams as well as our customers to build customer confidence and provide outstanding customer experience to our customers.

SUMMARY:

The Director of Customer Experience is a significant and impactful leader whose charter is to enhance the customer experience process. The successful individual will be RMB’s customer champion who wakes up every day thinking about the customers experience and how to make it better.  This will be accomplished through the creation and maintenance of strategic improvement plans and through the execution against these plans.

RESPONSIBLITIES

  • Lead cross functional teams driving key strategic programs and critical enablement functions, including:

    • Commercially Focused:  Directly focused on the customer, understands how their experience impacts revenue and RMB’s brand.

    •  Drive project activity: Prioritize and foster urgency to ensure the best possible customer outcome/experience.

    • Business Process Optimization & Operations: Manage key operational and transformational initiatives across the enterprise based on insight from VOC (Voice of Customers) and operational metrics for better customer experience, as well as operational efficiency.

    • Reporting, Analytics, & Customer Experience (CX):

      • Lead the development, prioritization, and implementation of RMB’s Customer Experience Dashboard through the utilization of data and analytics.

      • Lead the RMB Customer Experience program, including Net Promoter Score (NPS) and overall satisfaction (OSAT) measures; analyze feedback and share actionable insights and recommendations to improve the end-to-end customer journey.

    • Business Systems: Work closely with the Commercial and IT function to enhance systems capabilities with regards to CX.

    • Training: Partner closely with HR and the relevant stakeholders to provide input and support the design and delivery of Training to ensure employees and partners are equipped with the necessary knowledge and skills to best serve our customers.

  • Serve as a key leader within RMB to drive efficient and effective operating mechanisms aligned with strategic focus and ensure rigorous execution, including key strategic and operational cadence.

QUALIFICATIONS

  • Bachelor’s Degree required, MBA or Master’s Degree preferred

  • 10+ years of experience in various and progressing leadership roles in General Management and/or Commercial positions

  • Direct customer facing and/or commercial experience

  • Advanced operational excellence, and/or Lean Six Sigma preferred

  • Track recording of leading and executing transformational changes to deliver best customer experience and operational efficiencies through process and technology.

  • Strong change management and program management experience.

  • Ability to convert general data and findings into specific, actionable recommendations.

  • Prior project management skills necessary to develop project plans, allocate resources, identify potential issues/risks and develop contingency plans, as well as executing on time and within budget.

  • Strong influence and overall leadership skills across a matrix organization

ABOUT RAPID MICRO BIOSYSTEMS:

Rapid Micro Biosystems creates, sells, validates, and services innovative products for fast, accurate, and efficient detection of microbial contamination in the manufacture of pharmaceuticals, biologics, biotechnology products, medical devices, and personal care products.

The company’s Growth Direct™—the first and only growth-based system to automate rapid compendial QC Micro testing—ensures data integrity, compliance, and operational efficiencies driven by rapid methods and automation.

Rapid Micro Biosystems is dedicated to providing groundbreaking technology and products to support companies in their journey to achieve greater reliability, efficiency, and better predictability, ultimately providing higher quality products for improved patient outcomes.

Rapid Micro Biosystems is headquartered in Lexington, Massachusetts.  Our research & development, and manufacturing operations are located in Lowell, Massachusetts. Additionally, we maintain field offices in Freising, Germany; Switzerland, and Singapore. 

Equal Opportunity:

Rapid Micro Biosystems is committed to the principle of equal employment opportunity. Applicants for employment and employees are reviewed on their individual qualifications for a position. Under no circumstances will Rapid Micro Biosystems discriminate against qualified persons on the basis of race, color, religious creed, retaliation, national origin, ancestry, sexual orientation, gender identity, disability, mental illness, genetics, choice of health insurance, marital status, age, veteran status, or any other basis prohibited under applicable law.

Please no phone calls or agencies, please.

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