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 Repligens 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 Repligens 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 Repligens 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

• Bachelors 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.