Senior Manager, North America Customer Service

Bavarian Nordic is dedicated to protecting lives and advancing global health through innovative vaccines. The Senior Manager of Customer Service will build the North America Supply Chain Customer Service Organization and manage customer service, operations, and trade activities to ensure product accessibility and maximize customer satisfaction.

Responsibilities:

• Set NA customer service & trade strategy (U.S./Canada) aligned to Bavarian Nordic’s commercial goals
• Lead NA customer service and trade operations, including managing customer service coordinators and day-to-day inquiry handling
• Design and improve customer-centric processes and operating models across functions to support the NA business
• Drive customer experience and satisfaction improvements by defining, tracking, and reporting KPIs with partners (Commercial, Finance, etc.)
• Own escalations and complex inquiries across end customers (physicians, hospitals, pharmacies, clinics), wholesalers/distributors, patients, and 3PLs—resolving issues quickly while maintaining relationships
• Manage trade operations, channel, and inventory performance with wholesalers/distributors to ensure product availability, including:
• Build and maintain key wholesaler/distributor relationships
• Monitor orders/inventory; proactively prevent stock-outs/omits
• Hold partners accountable to SLA inventory expectations
• Develop order/inventory trend analyses to drive proactive actions
• Support negotiation and renewal of wholesaler/distributor SLAs
• Analyze inquiry trends and implement proactive issue prevention/resolution with commercial partners
• Ensure SLA compliance and performance management across daily operations and service metrics
• Lead training and communications for internal/external partners on new products or changes to service requirements
• Establish a customer feedback program (survey, analyze, and action insights) to improve products/services
• Build cross-functional stakeholder alignment to resolve order/service escalations and improve customer-facing tools, processes, and communications/materials
• Develop and coach the team through training, mentoring, performance feedback, and corrective action as needed

Requirements:

• Bachelor of Science Degree in Business Administration, Health Administration, Customer Service, engineering or a related field
• A minimum of 7+ years in customer service management or customer support with also a background in trade relations and operations
• A minimum of 3+ years of vaccine, pharmaceutical, or healthcare experience
• A minimum of 3+ years in people management
• Customer Service experience in North America, especially in the US market
• Prior experience in establishing customer service-related processes & operating models
• Strategic and enterprise-wide thinking
• Ability to manage operational tasks
• Excellent verbal and written communication skills
• Experience using customer management tools such as Dynamics 365
• Strong organizational skills for documenting customer interactions, managing follow-up, and tracking request trends month over month
• Effective and proactive problem-solving skills
• Able to operate autonomously in a fast-moving environment