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Thermo Fisher Scientific Strategic Operations Manager in Cambridge, Massachusetts

Strategic Operations Manager (SOM)

Requisition ID: 127863BR

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.

Cambridge, MA ( Remote) / Instrument and Enterprise Services

How will you make an impact?

Accountable for managing and facilitating (where other stakeholders are involved) all operational aspects of the respective assigned Global AMS Account, and as required in other global locations. Manage assigned Operational leaders, Account Managers and supervise their respective accounts where requested or required. Accountable for strategic framework planning, operational design, change management, customer liaison and account operational/financial performance.

What will you do?

  • Develop and maintain positive and professional working relationships with clients, service vendors and Thermo Fisher staff.

  • Interact on a regular basis with client personnel regarding program operation, goals and successes, and instill customer confidence in our program and personnel,

  • Ability and willingness to work with the team to help overcome challenges and barriers.

  • Provide business review reports of the program to the client in an approved format and professional manner.

  • Ensure that the inventory list is current, accurate, and complete through ongoing inventory activities.

  • Complete Asset Profiles as needed, and process adds/deletes as required.

  • Assumes ownership of Problem Resolution process.

  • Facilitate and lead discussions with stakeholders or service providers to deal with complaints, improvement/change activities for the assigned accounts. Own the account and lead others as required.

  • Interact on a regular basis with AMS Management regarding regional Account Services operations, get alignment about priorities, goals and to share reports

  • Manage relationships with clients, sales, operations, finance, service solutions etc. to resolve client/Thermo Fisher issues or concerns in a timely manner

  • Responsible together with SRM and other operations managers to ensure the best possible customer services to dedicated Account. In case of customer escalation working together with stakeholders and ensuring customer kept updated and working towards resolution.

  • Closely monitor and ensure successful program implementations for new projects within assigned Account(s) in close collaboration with the Implementation team.

  • Manage all client and internal reporting related requirements and to create meaningful metrics -financial metrics to be reviewed by assigned finance team members.

  • Accountable for change management and communication for any operational changes.

  • Accountable for all operational planning, strategy, execution and day to day operation at assigned accounts.

  • Assist/secondary for the renewal / rollover process for assigned accounts.

  • Assist/secondary role in presenting at core/Quarterly Business Reviews (QBRs) and other such meetings.

  • Provide feedback to the onsite operational teams for areas of improvement.

  • Customer point of contact for all operational concerns and matters.

  • 50%+ travel depending on home location.

  • Be a partner to the Strategic Relationship Manager and co-ordinate activity, solutions and plans.

  • Manage assigned account managers/site specialists where required.

  • Ensure effective mentoring and development of direct reports where required.

  • Accountable for ensuring the smooth and effective operation for accounts assigned to direct report..

  • Adhere to budgets.

  • Responsible for account retention, growth and profitability along with SRM

  • Must be able to identify opportunities and implement procedures to drive down program costs.

  • Identify inefficient processes and provide alternatives.

  • Ensure adherence to Statement of Work and develop one if missing.

  • Search and provide to client alternative methods of service or parts as needed. Promote alternative service providers.

  • Manage all issues with problematic vendors or service providers.

  • Follow established, approved procedure for high dollar repairs, issue High Dollar P.O. numbers and monitor high dollar repairs as they progress up to and including call follow up.

  • Assist with financial analysis and financial recommendations of assigned accounts and relevant reports to line manager and others.

  • Maintain in a standardized Microsoft Excel spreadsheet site savings that are a result of account manager's activities, including research or negotiations.

  • As required, assist in the training of Thermo Fisher Asset Management site staff

  • Lead/participate in PPI project teams as identified to improve business performance

  • Be willing and able to assist other members of the GES as required from time to time. Including but not limited to implementations, inventory sweeps of new accounts and also general support such as holiday/sickness cover.

How will you get here?


  • University / Master / Bachelor Degree / MBA or equivalent.


  • Project Management Certification is a plus as well as experiences in ISO certification processes.

  • Proven successful management skills enabling to manage complex tasks under challenging circumstances.

  • Strong process orientation and profound experiences to drive change processes successfully.

  • Profound financial back ground -able to read and to reference recommendations to a customer balance sheet-

  • Industry experience in one or more of the following areas: Pharma, BioTech, Medical- and/or Chemical Laboratories, Healthcare or Facilities.

  • Field service experience (technical) or strong service knowledge.

  • Experienced in driving customer allegiance and growing existing customer base.

  • Demonstrated organizational skills.

  • Excellent inter-personal, self-motivational and negotiating skills.

Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit .

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.