Sr. Manager, Customer Service Systems And Resource Optimization

Sr. Manager Of Customer Service - Systems & Resource Optimization

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic. Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

The Sr. Manager of Customer Service - Systems & Resource Optimization is responsible for driving operational excellence across the Customer Service organization by leading a team of professional individuals focused on developing scalable processes, optimizing technology and automation solutions, and ensuring Customer Service is equipped with the training, tools, and resources needed to deliver exceptional customer experiences. This role partners closely with global functions and cross-functional teams to drive strategic initiatives, enable efficient workflows, and position Customer Service to thrive in a rapidly evolving environment. This role requires critical thinking to drive the overall Customer Service strategy and resource planning.

The Responsibilities

Exceptional People Leadership Skills

Cultivates an engaged and high-performing team environment where employees feel empowered, valued, and motivated to excel. Provides clear direction, expectations, and regular coaching to develop team capabilities and drive consistent performance. Models effective change leadership by guiding the team through organizational shifts with clarity, stability, and confidence.

Training, Development & Process Excellence

Lead the strategy, design, and execution of Customer Service training and development programs to ensure team readiness, consistency, and competency across all channels. Own the creation, maintenance, and governance of Customer Service Standard Operating Procedures (SOP) to ensure process clarity, compliance, and continuous improvement. Identify skill gaps and partner with leaders to build targeted learning solutions that improve service quality and operational effectiveness.

Technology, Automation & Resource Optimization

Drive the Customer Service technology and automation roadmap-evaluating new tools, optimizing existing platforms, and implementing scalable global solutions to improve efficiency and employee experience. Partner with IT, vendors, and business leaders to implement system enhancements, integrations, and new capabilities. Lead the Customer Inventory Solutions roadmap and current assets.

Strategic Planning & Cross-Functional Leadership

Lead Customer Service planning efforts, aligning people, processes, and systems to organizational goals to ensure proper staffing, workload balance, and support coverage. Optimize cross-functional workflows to reduce friction and enhance end-to-end order management.

*May be required to work holidays and weekends as needed *Required in North America

The Individual Required:

Bachelor's degree in Business, Operations, Customer Experience, or related field (Master's preferred). Minimum of 5 years of experience in Customer Service, Operations, Resource Planning, or related field including experience in a leadership role; or equivalent combination of education and experience. Strong leadership skills and ability to lead a successful, thriving team with varying responsibilities. Strong proj