Customer Experience Project Manager

Woodlands, Singapore

Job Description


Thermo Fisher Scientific’s Mission is to enable our customers to make the world healthier, cleaner, and safer, and the global coronavirus (COVID-19) outbreak is a powerful reminder of the importance of that Mission. In fact, Thermo Fisher is at the forefront of the global response to COVID-19. We are working with governments, agencies, industry partners and researchers globally to ensure priority access to instruments, consumables, safety supplies and other products to address the outbreak. Our efforts have been particularly focused in supporting analysis of the virus, diagnosis, personal protection, and ultimately helping in the development of new therapeutics and vaccines


Job Title: Customer Experience Project Manager – APJ role (Hybrid role)

Location: Melbourne or Singapore

Reporting To: Manager, Order Fulfillment Customer Experience

Direct reports: 0

How will you make an impact?

Thermo Fisher Scientific is on an exciting journey to transform the customer experience through innovations in automation, data science and predictive customer insights. Our Life Sciences businesses are at the forefront of this evolution, with a strategic focus on improving the order fulfillment experience. Here’s your opportunity to drive positive change for our customers through project management.

This experienced professional is accountable for building, managing, and driving the project funnel for the many order fulfillment initiatives led by the Asia Pacific region of our Life Sciences businesses. In this role, you will collaborate across global partners to prioritize and deliver projects, of various impact and size, on time and within budget.

We’re looking for a customer-focused leader with outstanding program management and problem-solving skills. The ideal candidate will gain a deep understanding of the process, system, and data challenges that get in the way of delivering an amazing order fulfillment experience. The right leader will then energize the organization to create, build, and implement innovative solutions

Key Responsibilities:
  • Achieve an in-depth knowledge of the end-to-end order fulfillment customer experience, business plans, and plans for future scale
  • Work regionally, globally, and cross functionally by leading projects of various sizes targeted at improving the customer experience
  • Clearly define scope, cost, schedule, resource, and risks to ensure an outstanding delivery of each project
  • Act as a workstream lead for larger region wide CX programs, ensuring successful delivery of program objectives
  • Demonstrate a can-do attitude
  • Play an active role in project execution as needed
  • Build and manage a regional order fulfillment improvement project funnel, including establishment of an organizational review committee and operational process
  • Analyze opportunities and data in partnership with stakeholders to prioritize projects
  • Ensure that solutions implemented are scalable, flexible, and consistent in all regions whenever possible
  • Cultivate a culture of accountability and continuous improvement, consistently using established PPI approaches
  • Prepare and communicate findings, results, and other details related to project progress and outcomes
  • Collaborates with Global CAS OF Project team to identify and share globally impacting projects

How will you get here?

Education
  • Bachelor’s degree in Business or related field or equivalent work experience

Experience, Knowledge, Skills & Abilities
  • 3+ years of experience in project management
  • ERP system experience, JDE E1 & Master pack
  • Experience with data validation and & system quality testing
  • Outstanding problem-solving skills, PPI Process Manager certification a plus
  • Solid understanding of and interest in customer experience
  • Outstanding data analysis abilities
  • Strong written and oral communication skills
  • Listens attentively to others and has good conflict resolution skills
  • Excellent organizational capabilities
  • Involvement with driving operational improvements throughout a matrixed organization
  • Ability to prepare and present refined content to a diverse set of audiences
  • Ability to travel occasionally both domestically and internationally
  • Able to work autonomously as well as part of a team

Other Important Information
  • Ability to travel interstate and overseas when and if required
  • Your position may require you to participate in on call work. If you are on call you are required to be available for immediate return to work outside of your normal and regular work pattern.

What’s in it for you?
  • A competitive salary and performance related bonus structure
  • Exposure to market leading cutting-edge technologies.
  • Development opportunities as part of a rapidly growing global organization

At Thermo Fisher Scientific, each one of our 110,000 extraordinary minds have a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner, and safer.

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Job Detail

  • Job Id
    JD1115174
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Woodlands, Singapore
  • Education
    Not mentioned