Senior Customer Operations Enablement Manager

Senior Customer Operations Enablement Manager owns the design, delivery, and continuous improvement of global training and capability-development programs for Customer Service, serving as Repligen's subject matter expert for Order-to-Cash enablement. Working independently with minimal day-to-day oversight, this individual contributor role builds standardized training frameworks and certification programs, partners with IT and regional leaders to scale learning solutions, and drives measurable performance improvement across the global Customer Service organization.

As our Senior Customer Operations Enablement Manager you will:

• Define and execute the global training strategy for Customer Service, aligned to Repligen's CX and Order-to-Cash transformation roadmap, establishing a standardized training framework, competency standards, and certification programs across regions.
• Design and deliver scalable learning solutions covering Order-to-Cash processes and systems, product and application knowledge, customer communication and escalation handling, and compliance and regulatory requirements, using a mix of digital, instructor-led, and on-the-job delivery methods.
• Drive measurable improvement in operational performance through targeted capability-building interventions, tying training outcomes to SLA adherence, productivity metrics, and order accuracy/OTIF alignment.
• Own end-to-end governance of onboarding, refresher, and role-based training programs, ensuring consistency and adoption across the global Customer Service organization.
• Partner with regional Customer Service leaders to harmonize processes, tools, and training content, establishing a global knowledge management framework (SOPs, learning repositories).
• Embed continuous improvement loops through voice of customer, employee feedback, and performance analytics, refining training content and delivery based on measured impact.
• Partner with IT/Digital teams to leverage learning technologies (LMS, AI-enabled coaching, knowledge tools), integrating training into system rollouts, process changes, and transformation initiatives.
• Enable structured career pathways through competency frameworks and certification programs aligned with Repligen's global career architecture.
• Serve as a strategic partner to Customer Service, Commercial, and Supply Chain leadership, aligning training priorities with business needs, product launches, and regional requirements, and presenting progress, insights, and ROI to executive leadership.

Qualifications

• Bachelor's degree preferred; 10+ years of experience in customer service, training, or capability development, preferably within life sciences, biotech, or regulated industries.
• Proven experience designing and scaling global training programs.
• Strong understanding of Order-to-Cash processes, customer service operations, and supply chain dynamics.
• Experience working with ERP (SAP preferred), CRM (e.g., Salesforce), and LMS platforms.
• Demonstrated ability to translate business strategy into actionable, measurable training programs.
• Strong analytical skills, with experience linking training outcomes to business KPIs.
• Exceptional stakeholder management and communication skills, with experience engaging senior leadership.
• Demonstrated ability to operate under limited supervision as a recognized subject matter expert, exercising sound judgment to guide complex, cross-functional assignments to resolution.