Illumina
genomics
CustomerCareManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Care Manager at Illumina. Skills: people leadership, customer support, process improvement. Lead, inspire, and develop a team. Monitor and direct daily workload activities”
What You'll Achieve.
Make Customers Heroes; ensure a consistently exceptional customer experience; meet business objectives; service level targets; customer experience goals; drive performance against commercial KPIs; customer care targets; quality objectives; improving customer experience, efficiency, and accuracy; improve satisfaction and trust; drive product and process improvements
Industry & Context.
translating insights into meaningful improvements; resolve operational or technical challenges; identify effective solutions
1-Year Fix Term Contract, Valid VOG (Code of Conduct), Background checks, Not eligible for visa sponsorship
What They're Looking For.
Must Have
people leader, customer-centric environment, accountability, integrity, professionalism, working with complex data, operational metrics, cross-functional stakeholders, collaboration, building relationships, applying judgement independently, guiding others through change
Nice to Have
experience of working within and/or supporting customers within the MED region
What You'll Do.
Monitor and direct daily workload activities
Represent Illumina professionally
Develop and manage team performance
Act as an advisor to team members
Work closely with the management team
Develop and present insights and performance updates
Analyse issues of diverse scope
Utilise dashboards and reporting tools
Drive initiatives and process improvements
Resolve escalated customer and internal issues
Identify and recommend process
and system improvements
Ensure compliance with corporate
Provide quality leadership and operational support
Support quality and engineering activities
Participate in complaint management
and report quality data
Apply knowledge of regulations and standards
Provide regular status updates to management
How You'll Work.
Team & Collaboration
Work cross-functionally across commercial, quality, engineering, and operational teams; building relationships across teams
Communication Scope
present insights; communication of findings
Full Job Description
What if the work you did every day could impact the lives of people you know? Or all of humanity? ## At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients. ## Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible. ## # Customer Care Manager (MED) ## Hybrid role to be based in Eindhoven, Netherlands: 1-Year Fix Term Contract As **Customer Care Manager here at Illumina in the Netherlands** , you will join our Commercial Operations organisation at the heart of a global leader in genomics, where biology and technology intersect to advance human health. In this role, you will lead and develop a team of Customer Care Specialists who support our customers within the MED region, across field sales, and service and support teams, ensuring a consistently exceptional customer experience. You will work cross-functionally across commercial, quality, engineering, and operational teams, playing a critical role in enabling reliable, compliant, and customer-focused processes. Guided by Illumina’s commitment to Make Customers Heroes, you will help turn complex challenges into simple, accessible, and dependable solutions for our customers. _**Illumina 's employee benefits are industry-leading and include, flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more!**_ **Why You:** You are an experienced people leader who thrives in a fast-paced, customer-centric environment and is motivated by m
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