Customer Care Manager, Global Commercial Operations

3 semanas atrás

São Paulo, São Paulo, Brasil Illumina Tempo inteiro
Customer Care Manager, Global Commercial Operations

Join us to apply for the Customer Care Manager, Global Commercial Operations role at Illumina .

What if your daily work could impact the lives of people you know or all of humanity? At Illumina, we are expanding access to genomic technology to promote health equity worldwide. Our work enables life-changing discoveries that transform human health through early disease detection, diagnosis, and new treatment options.

Working at Illumina means being part of something bigger than yourself. Every role offers the opportunity to make a difference. Surrounded by inspiring leaders and innovative projects, you will do more and become more than you ever thought possible.

Please submit your resume in English. Fluency is required. The hired candidate will manage a team based in Brazil and India, and collaborate closely with stakeholders in the USA, Singapore, and Europe.

Watch to learn firsthand from our employees what it's like to work in genomics at Illumina.

Role Overview

The Customer Care Manager, Global Commercial Operations will lead a global team of Shared Services Specialists supporting customers and regional Customer Care teams. Responsibilities include email support, order entry, and order management. The role focuses on ensuring efficiency, standardization, and continuous improvement aligned with business goals.

Key Responsibilities
  1. Lead, motivate, and direct a global shared services team across multiple international sites.
  2. Monitor and manage daily workloads to meet business objectives and deliver excellent customer service.
  3. Establish and track key performance indicators for the customer care team.
  4. Manage customer inquiries, optimize case routing, and improve customer experience.
  5. Collaborate with stakeholders to evaluate order-to-delivery performance and support exceptional service.
  6. Analyze situations and data to resolve issues and advise the team.
  7. Handle escalated customer and internal issues to enhance satisfaction.
  8. Identify opportunities for process, policy, and system improvements.
  9. Ensure accurate transaction recording in CRM, ERP, and other systems.
Preferred Requirements
  • Strong leadership skills with the ability to motivate and build a flexible support team.
  • Ability to quickly learn, adapt, and innovate in a fast-paced environment.
  • Proven project management and process improvement skills.
  • Excellent interpersonal and leadership abilities, fostering a positive work environment.
Preferred Experience and Education
  • B.S. or equivalent in science or business.
  • 7+ years in customer support, preferably in life sciences.
  • 3+ years of management experience in a commercial setting.
  • Strong organizational, analytical, and decision-making skills.
  • Experience with ERP and CRM systems.
  • Proficient in English and Portuguese.

At Illumina, we promote diversity and inclusion, aiming for pay equity and fostering an environment where everyone can thrive. We are an equal opportunity employer. For accommodations, contact This role does not offer visa sponsorship.

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