Senior Manager, Customer Support - North America

Job Description Summary

STEMCELL Technologies is looking for a Senior Manager to lead our North American Customer Support team!

As the Senior Manager, Customer Support – North America, you will provide strategic direction and leadership for the regional Customer Support team, overseeing operations and driving initiatives that enhance service delivery and business performance. Working collaboratively with senior leaders across the organization, you will translate departmental strategies into effective plans and operations, identify opportunities for continuous improvement, and ensure customers receive an exceptional experience at every interaction.

Please note that this is a contract position ending April 28, 2028.

Duties and Responsibilities

• Lead and oversee regional Customer Support operations, including order fulfillment, customer experience, and complaint management, ensuring performance against key metrics and business objectives
• Mentor and coach supervisors and customer support representatives, fostering professional development, strengthening performance, and building a collaborative, high-performing team culture
• Develop and execute short and long-term strategies and plans to support business growth and continuously improve customer support operations
• Represent Customer Support across the organization, contributing to cross-functional strategy execution, senior leadership meetings, and business updates
• Identify and implement innovative concepts, processes, and methods to evaluate team effectiveness and drive continuous improvement
• Collaborate and problem-solve cross-functionally to build alignment, influence decision-making, and enhance order management and the overall customer experience

Knowledge And Qualifications

• Bachelor’s Degree with 10+ years of progressive experience leading, developing, and motivating high-performing teams and organizational talent
• Proven ability to drive organizational alignment, influence stakeholders, and communicate effectively across all levels
• Adept knowledge of Customer Support and Customer Experience best practices
• Experience with ERP/CRM and Customer Support systems, such as SAP, Salesforce (SFDC), Live Chat and Talkdesk
• Strong computer literacy, with proficiency in Google Workspace, database applications, and the management of teams, processes, and projects

#United

STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, STEMCELL is proud to be the largest biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact.

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

$119,600.00 - $179,400.00

STEMCELL determines an individual’s pay within the range based on multiple factors including experience, education, job-related skills, and equity within the team or organization. For jobs that are eligible for sales incentives, the range noted above is inclusive of target incentives; actual incentives are based on individual performance results in accordance with company policy. In addition to base salary, STEMCELL offers a comprehensive total rewards package including health benefits, retirement savings, and more.

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