Customer Care Manager, Global Commercial Operations

What if the work you did every day could impact the lives of people you know? Or all of humanity? At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients. Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible. **Please submit your resume in English. English fluency is a requirement for the position. Hired candidate will be managing a team based in Brazil and India, as well as partnering closely with stakeholders in USA, Singapore, and Europe.** [Watch to learn first-hand from our employees what it's like to work in genomics at Illumina.](https://www.youtube.com/watch?v=pJYNI3lifGA) The **Customer Care Manager Manager, Global Commercial Operations** will lead a global team of Shared Services Specialists that perform a broad range of functions in support of customers and regional Customer Care teams. Processes include email support, order entry and tasks related to order management and customer support. This role ensures efficiency, standardization and continuous improvement in service delivery while aligning with business objectives. **Key Responsibilities include:** * Leads, inspires, and directs global shared service team located in multiple international sites, providing global support to all regions.  * Monitors and directs daily workload activities to meet business objectives and drive best in class customer experience.    * Establish key performance indicators for shared service customer care team and measure performance to ensure they are met or exceeded.  * Effectively manage customer inquiries through routing of cases and assignment. Establish mechanism for regular review of case routing design and identify opportunities for improvements to deliver excellent customer experience  * Liaise with cross-functional stakeholders to continuously evaluate order to delivery performance in effort to support exceptional customer service and efficient processing of orders    * Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Acts as advisor to the team to meet schedules and/or resolve technical problems.   * Resolves escalated issues from customers and internal teams to improve customer experience.   * Identify and recommend process, policy and system improvement to optimize accuracy and efficiency   * Ensures that employees record timely and accurate transactions within our CRM, ERP or other systems.   **Preferred Requirements: **  * The successful candidate will be a strong leader with the ability to motivate direct reports to collaborate while building flexible processes and infrastructure for a best-in-class customer support group in a dynamic environment.  * Proven ability to quickly develop expertise, multi-task, embrace change and innovate in a fast-paced environment.    * Ability to effectively lead, plan and execute on projects, issues and process improvement  * Well-developed inter-personal and leadership skills. Highly motivated and successful individual who can build and maintain a positive, challenging and dynamic work environment for all departments under management.     **Preferred Experience/Education: **  * B.S. or equivalent in science or business related field required.  * 7+ years customer support experience, preferably in the life science industry.  * 3+ years of management experience in a commercial role.   * Excellent time management, organizational and interpersonal skills.  * Experience in a team-oriented work environment.  * Excellent attention to detail and analytical problem solving with strong decision making skills.  * Strong negotiation and communication skills.  * Requires in-depth knowledge of ERP and CRM business systems   * Proficient knowledge of Microsoft Suite, Visio and Quickbase  * Proficient in English and Portuguese At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. This role is not eligible for visa sponsorship.