Sr. Manager, Customer Service Systems and Resource Optimization

The Opportunity

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 Role

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 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.

Preferred Skills

• 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.

• Ability to handle confidential information is required.

• Ability to work under general supervision following established procedures required.

Key Working Relationships

Internal Customers:

Regularly collaborates with Supply Chain, Commercial, Finance, and Customer Excellence functions to address customer needs and resolve issues.

External Customers:

Engages often with external customers, distributors, vendors and strategic partners.

The Work Environment

Typical office environment. Must have the discipline, organization skills and self-motivation to work autonomously in a home office environment.

The Physical Demands

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.  While performing the duties of this job, regularly required to use hands to finger, handle, or feel and talk or hear.  Frequently required to stand, walk, and sit.  No strenuous physical activity, though occasional light lifting of files and related materials is required. 100% of time in meetings, working with team, or talking on the phone at the desk on computer, doing analytical work.  Occasional travel required; 5%.  Travel includes airplane, automobile travel and overnight hotel.

Salary Transparency

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on that facts and circumstances of each case. The salary range for this position is $110,000 to $150,000. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time) and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

Equal Opportunity

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at recruiting@quidelortho.com

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