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QuidelOrtho · 2 weeks ago

Sr. Manager, Customer Service Systems and Resource Optimization

Rochester, NY

Full-time

Hybrid

Senior Level

$110K/yr - $150K/yr

5+ years exp

QuidelOrtho is a world-leading in vitro diagnostics company that focuses on transforming the power of diagnostics into a healthier future. The Sr. Manager of Customer Service – Systems & Resource Optimization is responsible for driving operational excellence by leading a team to develop processes and optimize technology, ensuring exceptional customer experiences.

Medical Device

No H1B

Responsibilities

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

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

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

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

Qualification

Customer Service ManagementResource PlanningProject ManagementTechnology ImplementationProcess OptimizationTraining DevelopmentStrategic PlanningAnalytical SkillsEthicsProfessionalismLeadership SkillsCommunication SkillsNegotiation Skills

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 project management capabilities

Exceptional communication skills with proven ability to influence and collaborate across teams

Ability to think critically, analyze data, forecast resource needs, and translate insights into strategic recommendations

This position is not currently eligible for visa sponsorship

Perform other work-related duties as assigned

Ability to handle confidential information is required

Ability to work under general supervision following established procedures required

Preferred

Demonstrated experience implementing technology platforms, automation solutions, or operational systems

Experience supporting global, cross-functional initiatives

Experience with SOP creation, training program development, and process optimization

Strategic thinking skills and ability to translate strategies into executable tactical action plans

Ability to deliver results while working in a highly independent and fast-paced team environment

Commercial and Business acumen. Proficient at uncovering key business issues and providing insightful, actionable recommendations for improvement

Ability to analyze financial data and generate logical strategies and plans based on analysis

Proficiency in MS Office (i.e., Outlook, Word, Excel, PowerPoint) is preferred

Strong presentation and negotiation skills

Solid communication skills – written and verbal

Ability to uphold and support individual and company values

High degree of ethics and professionalism while interacting with customers, vendors, and co-workers

Benefits

Medical

Dental

Vision

Life

Disability insurance

401(k) plan

Employee assistance program

Employee Stock Purchase Plan

Paid time off (including sick time)

Paid Holidays

Company

QuidelOrtho

Glassdoor3.5

> Bringing precision and passion in everything we do QuidelOrtho stands at the forefront of testing, tracking and disease analysis of health conditions ranging from HIV and hepatitis C to flu, strep and COVID-19.

Founded in 1937

5001-10000 employees