Customer Operations Manager

As a Customer Operations Manager at Pfizer, you will play a pivotal role in ensuring the satisfaction and success of our valued customers. You will be responsible for overseeing the day-to-day operations of our customer service and support teams, ensuring efficient and effective communication and problem-solving. We are seeking a highly organized and customer-focused individual with a strong background in operations management and a passion for delivering exceptional service. If you thrive in a fast-paced environment and have a knack for building and leading successful teams, we want to hear from you!

1. Oversee the day-to-day operations of the customer service and support teams to ensure timely and efficient resolution of customer inquiries and issues.
2. Monitor and analyze customer service metrics to identify areas for improvement and implement strategies to enhance customer satisfaction.
3. Develop and maintain standard operating procedures and guidelines for customer service and support processes to ensure consistency and quality of service.
4. Lead and motivate a team of customer service representatives, providing guidance, training, and performance evaluation to ensure a high-performing and cohesive team.
5. Collaborate with cross-functional teams to identify and address customer needs, concerns, and trends.
6. Serve as a point of escalation for complex customer inquiries and issues, ensuring a timely and satisfactory resolution.
7. Work closely with sales and marketing teams to develop and implement customer retention strategies.
8. Stay up-to-date with industry trends and best practices in customer service to continuously improve operations and service delivery.
9. Act as a liaison between customers and internal teams to ensure effective communication and timely resolution of issues.
10. Handle budgeting and resource allocation for the customer service and support teams.

According to JobzMall, the average salary range for a Customer Operations Manager in Cambridge, MA, USA is between $70,000 and $100,000 per year. This can vary depending on factors such as the specific company, industry, and level of experience. Some Customer Operations Managers may also receive additional benefits such as bonuses, commission, and stock options.

Pfizer Inc. is an American multinational pharmaceutical corporation headquartered in New York City, with its research headquarters in Groton, Connecticut. It is one of the world's largest pharmaceutical companies.